Users
Users are your clients or the end-users that have interacted with your bots. This page stores all conversations made between your agents and your users. You can see the following:
- username
- the agent they are currently engaging with (conversation icon), as well as if they are sticky to an agent (star icon)
- email, and number (optional for some bots)
- bot they interacted with
- date-time when they were created, as well as the last inbound and outbound messages
User Search
To search for a user, type in the name, email, phone number, or user ID on the search bar and click ‘Search.’
If you are searching using a phone number, do not put the plus sign before the number.
Menu for User Options
There are several options available for your users. To navigate this menu, click the user's name on the Users page, and the conversation history will appear. Press the three dots enclosed in a circle on the upper part of the module.
- Open New Chat: If a chat is closed and you want to reopen it, you may press this option. Please note that this is not available for web chat. Also, if a conversation is ongoing, this is greyed out.
- Finish Chat: If the conversation is active and you want to close the chat, you may press this option.
- Transfer Chat: If the conversation is active and you want to transfer the chat to another agent.
- View Text Transcript: You may export or email the text transcript of the conversation.
- Stick User to an Agent: If you want that particular client to remain with a specific agent.
- Unstick User: If you want other agents to be able to pick up the conversation with the User.
- Block User: For any reason deemed necessary by your processes.
- Unblock User: If you want to unblock and restore contact with said User.
- Unsubscribe User: This is useful for outbound SMS or WhatsApp API Campaigns. Once a user is unsubscribed, they will no longer be sent templates or campaigns.
- Subscribe User: If a user is subscribed, they will continue being sent campaign templates.
- Delete User: This action is highly discouraged but may be activated if deemed necessary by the organization.