Everyone who interacts with your bot becomes a bot user: a contact of that bot. As they talk to it, the bot saves what it learns about them in tags and fields, so the list becomes your contact base.
Open your bot and click Bot Users in the left-hand menu.
The list shows these columns: Avatar, Name, Email, Phone, Last user interaction and Subscribed. You can sort by the last two. Each user shows the icon of its channel and the status of its conversation, like Open. At the bottom you choose how many users to see per page.
Find users
- Search by name finds a user by name.
- The filter icon, to the left of the search box, lets you add conditions: a tag, the value of a user field, whether they gave their email, and so on. For example, you can see who finished your onboarding flow if that flow adds a tag at the end.
The icons on the right refresh the list, download it, delete the selected users and choose which columns to show.
Segments
A segment is a filter you save to use again, so you don’t have to rebuild the same conditions every time.
- Set the conditions with the filter.
- Save it as a segment and give it a name.
- The segment shows up in Bot Users, ready to use.
You can also use segments to filter conversations in Live Chat and as a condition in the Flow Builder.
A user’s details
Click a user to see everything the bot collected: name, gender, language, time zone, local time, the channel user ID and dates like when they subscribed and their last interaction.
The tabs show:
- Notes.
- User tags: you can add and remove tags.
- Subscribed Sequences and OTN Topics: you can only remove them.
- Custom User Fields: you can change or delete each value.
From the same window you can delete the user or download their data, which is what you need when a contact asks for it. See Data and retention. To join two records of the same person, see User profile and merging users. For how fields work, see Fields & variables.
Create or import users
- Create New User adds one user by hand.
- Import adds many at once from a CSV file.
A large import can take a while. You can follow its progress in Tools → Jobs.
Act on several users
Select users with the checkboxes on the left. The bulk actions let you do things like moving them to a board.