Bot Users

Unlock the full potential of your chatbot by effectively managing and segmenting bot users. Discover how to filter, view, and organise user information, ensuring a personalised experience and streamlined data handling. Learn to import new users, create segments for efficiency, and customise your platform for optimal user interaction.

When individuals engage with your chatbot, they become bot users. These users are added as contacts within your chatbot channel. Throughout one or several interactions, the chatbot gathers information about them, providing you with valuable insights into your audience.

To view your bot users, navigate to the appropriate section in the left-hand menu after logging into one of your chatbots.

Here, you'll find a comprehensive list of all users who have interacted with your chatbot and opted in.

How to Filter Bot Users by Conditions

On this overview page, you can quickly segment your users using the filter option. By clicking it, you can apply any condition or filter you prefer.

This feature allows you to easily check which tags a user has or the values of custom user fields.

For instance, you might want to filter bot users who have provided their email addresses.

Another example is tagging users who complete the initial onboarding flow, enabling you to identify them easily.

User Information Overview

Clicking on a specific bot user will open a popup displaying all the collected details about that user.

On the left side, you will find the following information:

Name
Gender
Language
Timezone
Local time

Below the profile image, you can delete the user or download their data. This feature helps you comply with GDPR, as users may request their data.

You'll also see the user's specific channel ID and various date and time details, such as when they subscribed or last interacted.

On the right side of the user information, you will find tabs for:

Notes
User tags
Subscribed Sequences
OTN Topics
Custom User fields

By clicking on a tab, you can view the data collected for that category.

The tags section offers the most options for managing user data.

You can add or remove tags directly from the user.

For Subscribed Sequences and OTN Topics, you can only remove them from the user.

With Custom User Fields, you can either remove or modify their values.

Importing or Creating New Users

For SMS and voice channels, you can manually import or create users. Use the buttons in the top right corner to do this.

Creating a new user involves manually adding a single user, while importing allows you to add multiple users at once using a CSV file.

Creating and Using Segments on Your Platform

By creating segments based on specific criteria, you can efficiently access user data without reapplying the same filters. This guide explains the benefits and steps for creating and using segments on your platform.

Benefits of Using Segments

Efficiency: Save segments with specific conditions to retrieve results faster in the future without reapplying filters.
Convenience: Once created, segments are available for future use, simplifying the data retrieval process.

Steps to Create a Segment

Define the Condition: Set the criteria to segment users based on attributes like tags or location.

Save the Segment: Give the segment a name for easy identification and future use.

Access the Segment: Once saved, the segment appears under bot users, ready for future use.

Using Segments in Live Chat

In live chat, you can filter users based on created segments, allowing you to focus on specific user groups during real-time interactions.

Applying Segments in the Flow Builder

Segments can be used as conditions in the flow builder, enabling you to customise the user experience for predefined groups.

Customising the User Interface

Field Visibility: Streamline the interface by showing or hiding fields related to bot users, such as name, avatar, email, and country.

Field Placement: Adjust the position of fields to organise the user data display according to your preferences.

Importing Users

For large user lists, the import process may take some time. You can track the progress and outcome in the Tools section under export jobs.