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An end user is a person who talks to your agents. Tars keeps one persistent profile for each end user, owned by your organization and shared across every agent and channel. A profile exists before, during, and after a campaign.

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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 end users in the selected Live or Test environment. Use Rows per page and the page controls below the table to change how many rows you see and move between pages. Selecting a row opens that profile. Rows for blocked end users carry a red tint. The default columns are User, Email, Phone, Tags, Last seen, and Conversations. Customise view lets you show or hide the other columns. User always stays visible.

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The User 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 status below the name reads Anonymous, even when the profile holds an email or phone from another source. An identified end user without a name shows Name not captured below the display name. Blocked end users show a red icon and Blocked in that status line.

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Search, filter, and sort

The page header carries Add user, Import, and Export. Import is available to Admins, Add user to Admins and Members, and both appear only in Live. Admins, Members, and Auditors can export. The toolbar below the tabs carries Live and Test, Search users, Filter, Sort, and Customise view. 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, Status, and WhatsApp consent. Active conditions appear as removable chips under the toolbar, with a Clear all action. Sort offers Last activity, Created, Name, and Conversations, each in ascending or descending order. 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 these filters with a Clear filters button.

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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, Channels, and Metadata sections. Channels lists each channel the end user can be reached on, such as the WhatsApp number, with its consent state. See End user consent. 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.
The right pane organizes activity into tabs:
  • History lists the conversations connected to the profile, each linking into live chat. Admins, Members, and Auditors can read this history without a live-chat seat. Replying requires a seat, available only to Admins and Members.
  • Attributes holds the custom attribute values your organization defines.
  • Notes holds internal notes, each with its author and time.

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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.
An anonymous profile becoming identified through signed identity, an OTP step, or an AI Agent capture, keeping the same profile and its earlier conversations
Identification can come from signed identity or an OTP step. An AI Agent can collect an email or phone and send the OTP, and the profile is identified once the code is verified. See Verify end user identity for how verification and merging work.

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One profile across channels

A web conversation and a WhatsApp message feeding one organization-wide profile that holds both identifiers and one connected history
A profile can hold identifiers from the web channel and WhatsApp at the same time. Conversation history from both channels connects to the same profile. An end user who chats on your site and later messages you on WhatsApp keeps one history. When a WhatsApp message comes from a number that no profile holds as a WhatsApp identifier, Tars looks for a profile with the same phone number. On a match, the message joins that profile, and Tars does not create a second profile. This works for profiles from a CSV import, the API, signed identity, or a dashboard edit. The match ignores spaces, dashes, dots, and brackets in the number. It needs the country code, so save phone numbers in international format, such as +14155550123. A number without a + and a country code cannot match a WhatsApp sender. This applies to phone numbers saved on or after October 7, 2026. Tars does not update numbers saved earlier. An earlier number with spaces, dashes, dots, or brackets does not match a WhatsApp sender.

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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.