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User information

Fatma Sayed
Updated

On the conversation's right side, you'll find details about the user, including their name, country, device, browser information, and the date and time of access, among other relevant details.

User Info _ WB.png

 

Priority

The "Priority Management" feature helps prioritize conversations based on urgency and importance, ensuring critical issues are promptly addressed by support agents and systems.

  • Urgent Priority: Highest urgent issues requiring immediate attention.
  • High Priority: Issues requiring immediate attention.
  • Normal Priority: Issues to be addressed within a specific timeframe.
  • Low Priority: Non-urgent inquiries that can be handled later.

Priority _ WB.png

 

Tags 

Easily categorize specific users by adding tags. Efficiently organize your conversations on the left side by sorting them based on tags. This allows you to customize your workflow according to topics, urgency, or other criteria.

Tag by:

  • Topic: "Order Issue," "Billing Inquiry," etc.
  • Urgency: "High Priority," "Needs Follow-up," etc.
  • User Type: "VIP Customer," "New User," etc.
  • Any other relevant characteristic

Tags _ WB.png

 

How to create Tags 

Note: Only the Inbox Seat owners can create tags.

  1. Navigate to the Settings tab.

Settings Tab _ WB.png

  1. Go to Team Manager.

Team Manager_WB.png

  1. Select "Inbox Tags".

Inbox tags_WB.png

  1. Click on "Add Tag".

+ Add Tag_WB.png

  1. Give it a name and click "Save Changes".

Give it a name and save_WB.png

Note: You can add up to 500 tags.

 

Edit Tags

In the Inbox Tags Settings tab, you can find all created tags, along with their creators and creation dates. 

all created tags_ WB.png

 

Renaming tags is easy, allowing for easier identification. Just click on the edit button to make changes.

Edit tags_ WB.png

 

Delete Tags

Remove unnecessary tags using the delete feature.

Delete tags_ WB.png

 

Attributes 

You can manage the attributes from the conversation right from the Inbox tab, on the attributes section on the right-side panel.

Manage Attributes_WB.png

It is possible to perform the following actions with attributes:

 

Update Attribute

Click on any attribute to view its information and update it if necessary.

Update Attributes_ WB.png

Note: You can only update the user attributes you created. System attributes are automatically generated and managed by the chatbot platform.

 

Create New Attribute

  1. Navigate to the Bot Settings Tab.

Navigate to the settings tab_Attributes_WB.png

  1. Go to Attributes.

Go to Attributes_ WB.png

  1. Select User Attributes.

Select User attributes_WB.png

  1. Click on +Add New Attribute.

+ attributes_WB.png

  1. Configure the name and type.

Configure_WB.png

 

To be able to see the value provided by the user, you should ask and save user Input to {{Phone}}, for example, using the Question: Phone flow

Example_WB.png

Newly created attributes will automatically appear in the list when the user enters data.

Newly created attributes_WB.png

 

Edit Attribute

Edit attribute names if there are misspellings.

  1. Navigate to the Bot Settings Tab.

Navigate to the settings tab_Attributes_WB.png

  1. Go to Attributes.

Go to Attributes_ WB.png

  1. Select User Attributes.

Select User attributes_WB.png

  1. Click on the attribute you want to edit.

Click on .. Edit_ WB.png

  1. Edit the name as needed.

Edit User Attribute_WB.png

Note: You cannot edit the attribute type. If needed, you can archive the attribute and create a new one with the desired type.

 

Archive Attribute

By clicking on this icon, you can archive any attribute:

Archive_WB.png

Modifying attributes from this section will update the user information for all users in the bot.

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