User View

View a customer's complete conversation history, profile details, and take actions like transferring chats, blocking users, or assigning them to specific agents.

The User View modal provides a comprehensive view of any customer in your system. You can access it from multiple locations throughout Convrs - clicking on a user's name in the All Users list, the Waiting Queue, search results, or campaign reports will open this view.

The User View displays the full conversation history between the customer and your team, along with a details panel showing contact information, notes, tags, and CRM data. From here, you can manage the customer relationship by updating their details, controlling their chat routing, or taking administrative actions.

Opening User View

Access the User View modal from various locations in Convrs.

Open from All Users

View a customer's profile from the All Users list.

Steps:

  1. Navigate to Users > All Users.
  2. Search or browse to find the customer.
  3. Click on the customer's name in the list.

Result: The User View modal opens showing the customer's conversation history and details.

Open from Waiting Queue

View details of a customer waiting in the queue.

Steps:

  1. Look at the Waiting Queue panel showing customers waiting for an agent.
  2. Click on the customer's name or the person icon.

Result: The User View modal opens, allowing you to see the customer's history before accepting their chat.

Open from Search Results

Find and view a customer using the global search.

Steps:

  1. Use the search bar to search for a customer by name, phone, or message content.
  2. Click on a search result to open the User View.

Result: The User View opens, scrolled to the relevant message if you searched for message content.

Understanding the Interface

The User View modal is divided into two main areas: the conversation view and the user details panel.

User Header

The header at the top of the modal displays key information about the customer:

  • Avatar - The customer's profile picture (or a generated avatar)
  • Name - The customer's display name
  • Tags - User tags assigned to this customer
  • Chatbot - Which chatbot this customer is connected to
  • Status Badges - Visual indicators showing the customer's current state

Status Badges

Status badges provide quick visibility into the customer's state:

  • Open/Closed (Messenger only) - Shows whether the 24-hour messaging window is open and how much time remains
  • Agent Name with Chat Icon - Indicates the customer is in an active chat with this agent
  • Agent Name with Star Icon - Indicates the customer is "stuck" to this agent for future chats
  • Blocked - Red badge showing the customer has been blocked from contacting agents
  • Inactive - Red badge showing the customer has been deactivated

Conversation History

The main panel shows the complete conversation history between this customer and your organization. Messages are displayed chronologically with:

  • Customer messages on the left
  • Agent/bot messages on the right
  • Timestamps and delivery status indicators
  • Attachments, images, and other media

Scroll up to load older messages. The view automatically loads more history when you reach the top.

User Details Panel

The right panel (when enabled) displays editable customer information and additional context:

  • Information Tab - Name, email, phone number, and notes fields
  • History Tab - List of previous chat sessions with this customer
  • CRM Tab - Data from connected CRM systems (if configured)

Viewing and Searching

Navigate and search within the conversation history.

Search Within the Conversation

Find specific messages in this customer's conversation history.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Search in this Chat.
  3. Enter your search term in the search field.
  4. Press Enter or click the search icon.
  5. Click on a result to scroll to that message.

Result: The conversation scrolls to display the matching message.

View Text Transcript

Export or view a text version of the conversation.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select View Text Transcript.

Result: A modal displays the full conversation transcript. You can copy to clipboard, export as a file, or send via email.

View Bot Log

See the chatbot's internal processing log for debugging.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select View Bot Log.

Result: The conversation view shows additional bot processing information alongside regular messages. A toggle appears to turn this view off.

Permission Required

This feature requires the View Bot Log permission.

Managing the Customer

Update customer information and manage their profile.

Update Customer Details

Edit the customer's name, contact information, and notes.

Steps:

  1. In the user details panel, click the Information tab (calendar icon).
  2. Edit the Name, E-mail, Phone number, or Notes fields.
  3. Click the Update Details button to save changes.

Result: The customer's information is updated across the system.

View Previous Chat Sessions

See a list of all previous conversations with this customer.

Steps:

  1. In the user details panel, click the History tab (grid icon).
  2. Browse the list of previous chat sessions.
  3. Click on a session to view its details.

Result: Previous conversations are displayed with dates and handling agents.

Chat Actions

Take action on the customer's current or future chats.

Open a New Chat

Start a new conversation with this customer.

Note
This option is disabled if the customer already has an active chat, is blocked, or is on a channel that doesn't support agent-initiated messages (like Web Chat).

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Open New Chat.

Result: A new chat is initiated with the customer and appears in your Active Chats.

Finish a Chat

Close the customer's current active conversation.

Note
You can only finish a chat if you are the assigned agent or have supervisor permissions.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Finish Chat.
  3. Confirm the action in the dialog.

Result: The active chat is closed. This option is only available when the customer has an active chat.

Transfer a Chat

Move the customer's active chat to another agent.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Transfer Chat.
  3. Search for or select the agent to transfer to.
  4. Confirm the transfer.

Result: The chat is transferred to the selected agent. The User View modal closes.

Permission Required

This feature requires the Transfer Chat permission.

Supervise a Chat

Join an active chat as a supervisor to monitor and provide guidance.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Supervise.

Result: The chat is added to your Supervised Chats tab where you can monitor and send whisper messages.

Permission Required

This feature requires the Supervise permission. Only available when the customer has an active chat.

Stop Supervising

Remove yourself from supervising this chat.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Stop Supervising.

Result: The chat is removed from your Supervised Chats. This option only appears if you are currently supervising this chat.

User Administration

Administrative actions for managing customer access and routing.

Stick User to Agent

Assign this customer to always route to a specific agent.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Stick User.
  3. Confirm the action in the dialog.
  4. Search for or select the agent to stick this user to.

Result: Future chats from this customer will automatically route to the selected agent when they are available.

Permission Required

This feature requires the Stick/Unstick User permission.

Unstick User

Remove the customer's assignment to a specific agent.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Unstick User.
  3. Confirm the action in the dialog.

Result: The customer will be routed normally to any available agent in future chats.

Block User

Prevent the customer from contacting agents.

Warning
Blocking a user prevents all future communication. Use this for spam or abusive users.
Permission Required

This feature requires the Block User permission.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Block User.
  3. Confirm the action in the dialog.

Result: The customer is blocked and cannot initiate new chats or be connected to agents.

Unblock User

Restore a blocked customer's ability to contact agents.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Unblock User.
  3. Confirm the action in the dialog.

Result: The customer can once again initiate chats and contact agents.

Permission Required

This feature requires the Unblock User permission.

Unsubscribe User

Remove the customer from outbound campaign messages.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Unsubscribe User.
  3. Confirm the action in the dialog.

Result: The customer will not receive outbound campaign messages.

Permission Required

This feature requires the Supervise permission.

Subscribe User

Re-enable a customer to receive outbound campaign messages.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Subscribe User.
  3. Confirm the action in the dialog.

Result: The customer can receive outbound campaign messages again.

Delete User

Permanently remove the customer and all their data.

Important
This action cannot be undone. All conversation history, user details, and associated data will be permanently deleted.
Permission Required

This feature requires the Delete User permission.

Steps:

  1. Click the More menu (three dots) in the header.
  2. Select Delete User.
  3. Read the warning carefully.
  4. Confirm the deletion in the dialog.

Result: The customer and all associated data (conversations, notes, etc.) are permanently deleted.

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