Every other page in the Knowledge Center is about your store in general. This one is about individuals: the running memory Arbyn builds up about each customer as they talk to your store over time, so a returning shopper isn't a stranger every time they message you.

As a specific customer has conversations with Arbyn, facts genuinely worth remembering (a preference they mentioned, a recurring issue, a detail relevant to future support) get attached to that customer's own profile. The next time they get in touch, Arbyn already has that context, without them having to repeat it.

Knowledge → Customer profiles.

A profile builds up over real conversations, not from a single message. Each customer profile accumulates facts and events tied specifically to them, drawn from their actual conversations, so the profile grows more useful the longer someone's been a customer, without you or your team doing anything to build it.

Facts are specific and current, not a raw transcript dump. Rather than storing every message a customer ever sent, Arbyn extracts distinct, useful facts (a stated preference, a past issue, a relevant detail) and keeps the current version of each. If something changes later, the older fact is superseded rather than left contradicting the new one, so Arbyn's picture of a customer stays accurate rather than accumulating outdated notes forever.

A profile includes real activity, not just facts. Alongside extracted facts, a profile shows a timeline of real events, and, where relevant, order history and spend, so opening a customer's profile from this page gives you the same fuller picture Arbyn itself draws on when answering that person.

This is what makes Arbyn feel like it remembers a customer, because it genuinely does. If a shopper mentioned a shipping preference last month and gets in touch again today, Arbyn can draw on that instead of starting from zero, the same way a long-time employee would recall a regular customer's usual order.

Searching and filtering. The list can be searched by name or email and filtered by status, and sorted by how recently a customer was active or by total spend, useful for finding a specific customer quickly or for spotting your most engaged shoppers.

Opening a customer adds two more layers on top of the facts above: patterns Arbyn works out overnight across that customer's whole history (how satisfied they tend to sound, what kind of products they gravitate toward, how price-sensitive they seem), and, for stores in a category Arbyn recognises, details that only make sense there, like a shade match for beauty or a usual size for apparel. The first kind shapes what gets recommended to that shopper; the second is only ever recorded when the customer states it in their own words, never guessed from a name or a photo.

Some things are off limits regardless of how useful they might be commercially, and this is enforced where the record gets written, not left to the AI to remember: health information (including allergies, intolerances and dietary restrictions, which count as health data), religion, sexual orientation or gender identity, immigration or citizenship status, political views, criminal history, and race, ethnicity, or biometric and genetic data. Shoppers mention these things in support conversations constantly and entirely innocently; Arbyn helps with the request and keeps no record of the detail itself.

A merchant can remove any single stored detail from a customer's profile without touching the rest of their record. See The customer map, and how to remove something from it for the full picture, including what happens to a detail if the customer mentions it again.

Does Arbyn build a profile from a customer's very first message? A profile starts as soon as a customer's first conversation produces something genuinely worth remembering; a single simple exchange with nothing notable in it may not add much to their profile yet.

If a customer's situation changes, does the old fact stay on their profile forever? No, an outdated fact is superseded by the current one rather than left sitting alongside it, so Arbyn's understanding of that customer stays accurate rather than accumulating conflicting notes.

Can I search for a specific customer's profile directly? Yes, search by name or email, or filter by status and sort by recent activity or total spend to find who you're looking for quickly.

Does this replace my customer records in Shopify? No, it's a complement, built specifically to help Arbyn have useful context across conversations, alongside whatever customer records you already keep in Shopify itself.