Shoppers, lifecycle & VIP

Zubby builds a unified profile for every shopper who interacts with your store — whether they bought, asked a question, or just browsed. This page covers what’s in a profile, how identity stitching works, and how lifecycle and VIP tiers feed back into the AI’s behavior.

What’s in a profile

Every profile is the merge of three sources:

Store of record — Shopify customer or WooCommerce customer record, including orders and refunds.
Zubby interactions — conversations, AI scores, widget visits.
Connected sources — Klaviyo, Mailchimp, HubSpot, Segment, your CDP. Optional.

The shopper detail page shows a 360° view: lifetime value, average order value, lifecycle stage, days since last order, churn risk, every conversation in chronological order.

Identity stitching

A single human can have multiple identifiers: anonymous device cookies, multiple emails, a Shopify customer ID, a WooCommerce user ID. Stitching links them under one profile so the AI talks to “the person” rather than “this session”.

Stitching signals, in order of strength:

Successful checkout email match (strongest).
Logged-in customer ID + cookie match.
Email typed in chat + same cookie.
Repeated cart token across visits.

Stitching is reversible

Mistakes happen — two people share a household device. From a profile page, click Split to detach a session from the profile and re-attach it elsewhere. The conversation history stays intact.

Lifecycle stages

Six stages map every shopper. Stage transitions are recomputed nightly; the AI sees the current stage on every conversation.

Stage	Default definition
First-time visitor	0 conversations, 0 orders, < 7 days since first visit.
Returning visitor	0 orders, ≥ 2 sessions.
One-time buyer	Exactly 1 order.
Repeat buyer	2-4 orders.
Loyal	5+ orders, no churn signal.
Churn risk	180+ days since last order, last order > AOV.

Thresholds are editable under Customers → Lifecycle.

VIP tiers

VIP is a separate, opt-in concept layered on top of lifecycle. Define tiers by LTV brackets, order count, or a manual flag:

VIP Bronze — LTV $500-$1,500.
VIP Silver — LTV $1,500-$5,000.
VIP Gold — LTV $5,000+.

VIP tier affects: auto-handoff rules (Gold goes straight to a human), widget variant (VIP concierge skin), recovery email tone, smart offer caps, weekly digest priorities.

Segments

Segments are saved queries on profiles. Examples:

Bought in last 30 days but hasn’t opened email.
VIP Gold + lapsed 90 days.
Asked about returns in chat, no order.

Segments power audience rules for the widget, recovery journeys, and outbound campaigns. They refresh every 15 minutes.

Cohorts

Built-in cohort analysis shows retention curves by acquisition month, acquisition source, first product purchased, or any custom dimension. Find it under Analytics → Cohorts.

Privacy

Customer profiles inherit your store’s retention policy. GDPR and CCPA requests propagate through Zubby via the standard Shopify customers/redact and shop/redact webhooks (or the equivalent WooCommerce calls). See Security & privacy.

API

Profiles, segments, and lifecycle stages are exposed via the REST API. Useful for syncing to a CDP or your data warehouse.

What’s in a profile

Every profile is the merge of three sources:

Store of record — Shopify customer or WooCommerce customer record, including orders and refunds.

Zubby interactions — conversations, AI scores, widget visits.

Connected sources — Klaviyo, Mailchimp, HubSpot, Segment, your CDP. Optional.

The shopper detail page shows a 360° view: lifetime value, average order value, lifecycle stage, days since last order, churn risk, every conversation in chronological order.

Identity stitching

Stitching signals, in order of strength:

Successful checkout email match (strongest).

Logged-in customer ID + cookie match.

Email typed in chat + same cookie.

Repeated cart token across visits.

Stitching is reversible

Mistakes happen — two people share a household device. From a profile page, click Split to detach a session from the profile and re-attach it elsewhere. The conversation history stays intact.

Lifecycle stages

Six stages map every shopper. Stage transitions are recomputed nightly; the AI sees the current stage on every conversation.

Stage

Default definition

First-time visitor

0 conversations, 0 orders, < 7 days since first visit.

Returning visitor

0 orders, ≥ 2 sessions.

One-time buyer

Exactly 1 order.

Repeat buyer

2-4 orders.

Loyal

5+ orders, no churn signal.

Churn risk

180+ days since last order, last order > AOV.

Thresholds are editable under Customers → Lifecycle.

VIP tiers

VIP is a separate, opt-in concept layered on top of lifecycle. Define tiers by LTV brackets, order count, or a manual flag:

VIP Bronze — LTV $500-$1,500.

VIP Silver — LTV $1,500-$5,000.

VIP Gold — LTV $5,000+.

VIP tier affects: auto-handoff rules (Gold goes straight to a human), widget variant (VIP concierge skin), recovery email tone, smart offer caps, weekly digest priorities.