The directory
Users in the sidebar opens the directory. The page is titled Users with the description People who have interacted with your agents, and it has two tabs, All users and Segments. The table lists every end user in your organization, 25 rows at a time. Selecting a row opens that profile. Rows for blocked end users carry a red tint.The Identity cell
The display name falls back through name, then email, then phone. An end user with none of these shows a generated Visitor number built from the profile id. An end user is identified once a verified source confirms an email address or phone number. Verified sources are signed identity, an OTP step, a dashboard edit, the API, and a CSV import. Until then the badge reads Anonymous, even when the profile holds an email or phone from another source. An identified end user without a name shows the sub-line Name not captured. Blocked end users show a struck-through name with a red icon and a Blocked tooltip.Search, filter, and sort
The toolbar carries Add user, Import, Filter, Sort, Export, a count chip for the loaded rows, and a search field. Only organization admins see Import, and your role decides whether you see Add user and Export. Search matches name, email address, phone number, and identifier. Filter opens a condition builder. Each condition pairs an attribute with a comparison and a value, and conditions combine with AND and OR pills. Attributes include Labels, Name, Email, Phone, Company, First referrer, Last referrer, Country, City, Blocked, Inboxes, Channel, Source, Created, Last seen, Tags, and Status. Active conditions appear as removable chips under the toolbar, with a Clear all action. Sort lists ten fields: Last activity, Created, Name, Email, Phone, Company, Country, City, Channel, and Conversations. Only Last activity, Created, Name, and Conversations reorder the table. The other fields fall back to last activity, and Conversations always sorts descending. Last activity, descending, is the default. An empty directory shows No users yet. When search or filters match nothing, the table shows No users match your filters instead.What a profile holds
Opening a row shows the profile in three panes. The left pane is a summary card with the avatar, display name, and an Anonymous or Identified badge. Below it sit the Labels, Tags, and Metadata sections. Metadata covers first seen, last seen, last identified, referrers, the conversation count, the identifier, and the source. Most empty attributes show an example as their placeholder, so a blank Company field is not the same as one holding text. The source records how the profile was created, Inbound from a conversation, CSV import, or Manually from the dashboard. The center pane holds two editable cards:- Identity with Name, Email, Phone, and a read-only Identifier.
- Additional attributes with Company, Country, City, Description, and social profile fields for Facebook, Twitter, Instagram, and LinkedIn.
- History lists the conversations connected to the profile, each linking into live chat. The tab appears only for a member with live chat read permission or a live-chat seat. Without either, the pane holds Attributes and Notes and opens on Attributes.
- Attributes holds the custom attribute values your organization defines.
- Notes holds internal notes, each with its author and time.
Anonymous to identified
An end user can start anonymous, for example in a web conversation that never asks for a name. When the person is identified later, the same profile carries forward. No earlier conversation is lost.One profile across channels
Key behavior
- Profiles are organization-wide. Every agent and deployment reads the same profile.
- Deleting profiles is limited to the Admin role.
- When an anonymous profile merges into an identified one, its conversations and segment membership move to the identified profile.