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 Required

Access 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:

  1. Enter your search term in the Search field in the toolbar above the table.
  2. Press Enter to run the search.

Result: The user table updates to show only users matching your search criteria.

Tips
  • Search works across name, email, phone, and user ID fields simultaneously.
  • Partial matches are supported, so you don't need to enter the complete value.
  • Search combines with any active filters. For example, filter by ChatBot first and then search within that ChatBot's users. Clear the Search field and press Enter to go back to the filtered list.

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:

  1. Click the Filter button in the toolbar to open the filters panel.
  2. Select values for one or more filters (see Available Filters below).
  3. Click the Apply filters button to apply your selections.

Result: The user table refreshes to show only users matching your filter criteria, and each active filter appears as a removable chip below the toolbar.

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.

ColumnDescription
NameThe 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.
EmailThe user's email address if provided.
PhoneThe user's phone number if provided.
LocationThe user's location information.
ChatBotThe chatbot the user has interacted with, including the channel icon.
CreatedWhen the user profile was created. Click the header to sort.
Last InboundDate and time of the last message received from the user. Click the header to sort.
Last OutboundDate 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.

BadgeDescription
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.

Customize Visible Columns

Choose which columns to display in the user table.

Note
The Name column cannot be hidden as it is required to identify each user. The Email and Phone columns only appear if your organization has permission to view that information.

Steps:

  1. Click the Columns button in the toolbar above the table.
  2. Check or uncheck the columns you want to show or hide.
  3. Your preferences are automatically saved for future sessions.

Result: The table updates to show only your selected columns.

Sort the User List

Sort the user table by clicking on sortable column headers.

Note
By default, users are sorted by Created date in descending order (newest first).

Steps:

  1. Click on a sortable column header (Created, Last Inbound, or Last Outbound).
  2. 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:

  1. Find the user in the table.
  2. 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:

  1. Scroll to the bottom of the user table.
  2. 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:

  1. Apply your desired filters or search to show the users you want to export.
  2. Click the Export button in the toolbar above the table.

Result: A CSV file named "Users.csv" downloads containing the visible user data.

Sticky Chat User View
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