Chat Users
The Chat User section provides detailed information about the users who interact with the chatbot. This data helps understand user behavior, track engagement, and personalize responses. It also allows for efficient monitoring and troubleshooting of conversations linked to specific users.
What is a Chat User?
A chat user is anyone who interacts with your chatbot through supported platforms (e.g., Web, Mobile). The system stores relevant details about the user, including their messages, last interaction timestamp, and contact information (if available).
The user profile is accessible from any session and helps maintain context across multiple interactions.
Key User Information
| Title | Description |
|---|---|
| User Name | The user's full name (first and last), if provided. |
| The user's email address, if available. | |
| Phone Number | The user's phone number, if provided. |
| Platform ID | A unique identifier that tracks the user's platform-specific ID (e.g., panel-tester). |
| Profile Picture | URL of the user's profile picture, if available. |
| Source Platform | The platform where the interaction originated (e.g., Web, Mobile, Messenger). |
| Last Received Message | The most recent message sent by the user. |
| User ID | Unique system-generated identifier for the user. |
| Created At | The date and time when the user profile was created. |
| Last Interaction | The date and time when the user last interacted with the chatbot. |
How to Use User Information
1. Personalize User Interactions
Use details such as the user’s name, email, or platform ID to provide a more personalized experience. For example:
- Greeting: "Hello, [User Name]!"
- Follow-ups: Tailor responses based on past interactions.
2. Monitor User Activity
The Last Interaction and Last Received Message fields allow you to track user engagement over time. You can use this data to:
- Identify frequently returning users.
- Understand inactivity trends and plan re-engagement strategies.
3. Identify and Support Users
The User ID and Platform ID help uniquely identify users across platforms. You can quickly locate previous conversations and troubleshoot issues by searching for these IDs.
4. Analyze User Behavior
By reviewing message patterns and sentiment from various sessions, you can gain insights into user needs and feedback. This helps in refining chatbot responses and improving overall engagement.
Example Use Cases
-
Personalized Support:
Provide tailored responses to returning users by referencing their previous conversations and stored information. -
Engagement Tracking:
Monitor when users last interacted with the chatbot to understand engagement levels and optimize re-engagement strategies. -
Behavior Analysis:
Analyze user messages to identify patterns and detect whether users express confusion, urgency, or satisfaction. -
Troubleshooting:
Locate a user's profile and session history when investigating reported issues or misunderstandings with the chatbot.
FAQs
-
How can I update user information?
User details, such as name and contact information, can be updated through the admin interface. -
What happens if user data is missing?
The system will display default or placeholder values (e.g., "Guest User") for missing information. -
Can I export user data?
Yes, user data can be exported as part of the session data for further analysis. -
How do I search for a specific user?
Use the search feature on the Messages Page to locate users by name, user ID, or platform ID.
The Chat User section helps you manage user profiles, track interactions, and enhance chatbot engagement through personalized communication and behavior analysis.