Users
The Users screen provides a comprehensive view of all users (customers) who have interacted with your chatbots. Search, filter, and manage user information from a single location.
Permission RequiredAccess to the Users screen requires the appropriate permission. If you cannot see this screen in your menu, contact your administrator to request access.
Searching for Users
Quickly find specific users using the search functionality. You can search across multiple fields simultaneously.
Search for a User
Find users by searching on name, email, phone number, or user ID.
Steps:
- Enter your search term in the Search field at the top of the screen.
- Click the Search button or press Enter.
Result: The user table updates to show only users matching your search criteria.
- Search works across name, email, phone, and user ID fields simultaneously.
- Partial matches are supported - you don't need to enter the complete value.
Filtering Users
Use filters to narrow down the user list based on various criteria such as chatbot, country, date ranges, and more.
Apply Filters
Filter the user list based on selected criteria.
Steps:
- Select values for one or more filters (see Available Filters below).
- Click the Filter Now button to apply your selections.
Result: The user table refreshes to show only users matching your filter criteria.
Available Filters
The following filters are available to help you find specific users:
Understanding the User Table
The user table displays key information about each user. Click on column headers to sort the data.
Table Columns
Understanding the information displayed for each user.
| Column | Description |
|---|---|
| Name | The user's name (or "Unknown" if not provided). Includes their avatar, assigned agent badge, sticky agent badge, blocked status, and any user tags. Click the name to open the User View. |
| The user's email address if provided. | |
| Phone | The user's phone number if provided. |
| Location | The user's location information. |
| ChatBot | The chatbot the user has interacted with, including the channel icon. |
| Created | When the user profile was created. Click the header to sort. |
| Last Inbound | Date and time of the last message received from the user. Click the header to sort. |
| Last Outbound | Date and time of the last message sent to the user. Click the header to sort. |
User Status Badges
Understanding the badges displayed next to user names.
| Badge | Description |
|---|---|
| Chat icon + Agent name (green) | The user currently has an active chat allocated to this agent. |
| Star icon + Agent name (green) | The user has a sticky relationship with this agent - new chats will be routed to them preferentially. |
| Blocked (red) | The user has been blocked and cannot initiate new conversations. |
Sort the User List
Sort the user table by clicking on sortable column headers.
Steps:
- Click on a sortable column header (Created, Last Inbound, or Last Outbound).
- Click again to toggle between ascending and descending order.
Result: The table re-sorts based on your selection. An arrow indicates the current sort direction (▲ ascending, ▼ descending).
Open User Details
View detailed information about a specific user.
Steps:
- Find the user in the table.
- Click on the user's name (displayed as a link).
Result: The User View opens showing the complete conversation history and user details.
Additional Features
The Users screen includes additional features to help you work efficiently with large user lists.
Load More Results
View additional users beyond the initial results.
Steps:
- Scroll to the bottom of the user table.
- Click the Load More button to fetch the next batch of users.
Result: Additional users are appended to the table. The record count updates to show how many users are displayed out of the total.
Export to CSV
Download the current user list as a CSV file.
Steps:
- Apply your desired filters or search to show the users you want to export.
- Click the Download icon (arrow pointing down) below the table.
Result: A CSV file named "Users.csv" downloads containing the visible user data.