Context panel
Important customer and order info alongside the conversation.
All features
Commerce
The right context sits right next to the chat
Instead of switching between tools, your team sees relevant order and customer data directly in the conversation panel. The AI can also factor in relevant context – for more accurate answers.
Context
LM
Lena Meyer
Customer since March 2025
Last order#10482 · paid
ProductPremium annual plan
StatusActive
What it can do
The key capabilities of this feature at a glance.
No tool switching
Everything in view without opening a second system.
AI uses context
The bot can include relevant order context in its answers.
Agent-set contact details
Missing details like email can be added directly.
How it works
What happens behind the scenes – in three steps.
- 1
Open conversation
The context panel loads available customer and order data.
- 2
Understand faster
Team and AI have the necessary background immediately.
- 3
Answer accurately
Replies fit the specific order rather than staying generic.
Frequently asked questions
01Which shop systems provide order data in the chat?
Order lookup is ready for Shopify directly through the Shopify Admin API, for WooCommerce via the askVela WordPress plugin and for JTL-Shop 5.3 or newer via the askVela plugin. Other shop systems need a small endpoint of their own (lookup URL) that returns the orders for an email address as JSON. askVela signs every request.
02What order information can the bot give customers?
As far as your shop provides it: order status, payment, shipping status, carrier, tracking number with tracking link and the ordered items. Depending on your setting, the customer confirms with their email address or with order number and email together.
03Does the Shopware app show customer data?
Yes, for logged-in customers. With the app for Shopware 6.6 and 6.7, they appear in the contact panel with name, email and customer number. The app has no admin API rights and doesn't read orders, so order status isn't available there.
04What if the customer's email address is missing?
Your agent can add missing contact details such as the email address directly in the conversation. And when a chat is handed off to the team without an email address, askVela asks the customer for it first.