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At the end of this page, your profiles carry the tags, labels, and notes your team needs, and you know how blocking works.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • Labels come from your organization’s controlled list. Tags are free-form text you create as you go.
  • Tagging, labeling, blocking, and notes need end user management permission. Deleting profiles needs the organization admin role.

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Tag and label a profile

1

Open a profile

Open Users from the sidebar and select a row on the All users tab.
2

Add tags

In the Tags section, type in the Add tag… field. Pick a suggestion or the Create option.
3

Apply labels

In the Labels section, select Add and search with Find a label…. Pick a label from the list.
Tags and labels render as colored chips on the profile. Select the X on a chip to remove it. The label search shows No labels available. when no label matches or every label is already on the profile.

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Add an internal note

1

Open the Notes tab on a profile

Notes are internal. End users never see them.
2

Write the note and select Save note

The button stays disabled while the editor is empty.
Notes list newest first, each with the author’s name and a relative time. Only the author sees the Delete note button on a note. Before your first note the tab reads There are no notes associated to this user.

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Block or unblock an end user

Blocking stops an end user from reaching your team.
Blocking resolves the end user’s open conversations immediately, and future messages auto-resolve. Warn your team before you block someone mid-conversation.
1

Open the profile actions menu

Select the three-dot menu at the top of the profile and choose Block user.
2

Confirm the block

Add a reason in the optional Reason field if you want one recorded. Select Block user.
3

Unblock to restore access

The same menu now shows Unblock user. The profile and its conversation history stay intact throughout.
While blocked, the profile shows a Blocked since banner with your recorded reason. In the directory, the row gets a red tint and the name is struck through with a Blocked icon.

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Change many profiles at once

1

Select profiles in the directory

Tick the row checkboxes on the All users tab. A floating action bar appears with the selection count.
2

Choose the bulk action

Pickers open for labels and tags. Block and Delete ask for confirmation first.
An action that cannot apply to the current selection stays greyed out, so the bar tells you what is possible before you choose. The action bar itself appears only for a member with end user management permission or the organization admin role. Bulk actions run on up to 500 profiles at a time. Over that limit the bar shows a red (max 500) note and disables every action. A message afterward reports how many profiles changed and how many failed.

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Define custom fields

Custom fields add typed values to a profile, such as a plan name or an account number. Values appear on the profile’s Attributes tab, with a typed input per field. The Manage custom attributes link at the bottom of the tab opens the custom attributes screen in conversation settings. Fields for end users are defined separately from fields for conversations.

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Verify

Open a changed profile. The Labels and Tags sections show your chips, and the Notes tab shows your note with your name and time. A blocked profile shows the Blocked since banner.