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WordPress Customer Context

With the FluentChat Connector connected, agents can see relevant customer details alongside a live conversation. This is useful when a visitor asks about an order, account, subscription, or a recent purchase: the agent starts with context instead of asking them to repeat it.

How a customer is matched

The Connector looks for a WordPress user or FluentCart customer with the same email address as the visitor’s conversation. If there is no matching email, it does not return customer context.

This is agent-side context, not visitor identity verification. Use Identity Verification when you need to prove that a logged-in user is who they claim to be.

Where agents see it

In Live Chat, open a visitor conversation and use the WordPress section of the visitor panel. The information is visible to agents with access to the conversation; it is never shown in the visitor’s widget.

What can be included

The Connector provides the customer details available on the connected WordPress site. Depending on the customer and installed products, that can include:

  • WordPress account information, such as name, email, role, and registration date.
  • FluentCart customer information and recent order history.
  • Active subscriptions, licenses, or related commerce details when FluentCart provides them.
  • Site-specific fields that your team adds through the connector’s enrichment hook.

Only use information your support team genuinely needs. Avoid adding secrets, payment data, or sensitive personal data to custom enrichment fields.

Add custom context

Developers can add safe, support-relevant fields with WordPress’s fluentbot_enrich_data filter. For example, a site could add a customer’s support tier:

add_filter('fluentbot_enrich_data', function ($data, $user) {
    $data['support_tier'] = get_user_meta($user->ID, 'support_tier', true);


    return $data;
}, 10, 2);

Keep custom fields concise and human-readable. If a field is not needed to resolve customer requests, do not send it.

Privacy and access

  • The Connector sends customer context only after FluentChat has a matching conversation email and an agent opens the conversation.
  • The connection token signs communication between the WordPress site and FluentChat. Keep it private and regenerate it if you suspect exposure.
  • Any team member who can open the conversation may be able to see its returned context. Review your agent roles and the fields you expose before enabling enrichment.