People

The People page acts as your central directory, displaying everyone who has interacted with your chatbot, submitted a lead form, or opened a support ticket. It helps you track user engagement, view contact details, and understand your audience's technical environment.

Key Features

• High-Level Statistics: Instantly view your total number of contacts, how many are identified by name, and how many have been active in the last 7 days.
• Search and Filtering: Quickly find specific users by name, email, or location, and filter them by their acquisition source.
• Detailed User Profiles: Click on any person to view an in-depth profile including their contact info, device environment, interaction history, and timeline.
• CSV Export: Download your entire people directory into a CSV file for reporting or importing into your CRM.

How to Use

Viewing Top-Level Metrics

At the top of the page, three stat cards provide a quick snapshot of your audience:

• Total People: The overall number of unique visitors who have interacted with your workspace.
• Identified: The number of users who have provided a name (e.g., via a lead form).
• Active (7d): The number of users who have interacted with your bot or team within the last 7 days.

Searching and Filtering Contacts

Below the stat cards, you can narrow down your list of contacts using the search bar and dropdown filter:

• Search: Type a name, email address, or location to instantly filter the list.
• Source Filter: Click the dropdown next to the search bar to filter contacts by how they reached you:
  • Lead Form: Users who submitted their details via the pre-chat lead capture form.
  • Live Chat: Users who have engaged in a live conversation.
  • Ticket: Users who have submitted an offline support ticket.

Viewing Detailed Profiles

Clicking on any row in the People table will open a detailed profile drawer on the right side of the screen. This profile includes:

• Contact: The user's email (clickable to open your email client) and name.
• Environment: Technical details including their geographic Location, Browser, Operating System (OS), and the Last Page URL they visited.
• Activity: The total number of conversations and tickets associated with this user.
• Timeline: Timestamps indicating when the user was First seen and Last seen.
• Source: A tag indicating their primary interaction source.

Exporting Data

To export your audience data for external use:

1. Click the Export CSV button in the top right corner of the page.
2. Wait a moment while the system generates the file.
3. A file named people-export.csv will automatically download to your device, containing all contact and activity metrics.

Important Notes

• Environment Data: Browser, OS, Location, and Last Page URL data are only collected if the user engages in a live chat session where metadata tracking is active. If a user only submits a ticket, this section may show "No environment data collected yet."
• Export Availability: The Export CSV button will be disabled if there are no people in your directory, or while an export is currently processing.
• Anonymous Users: Users who interact with the bot but do not provide an email or name will be assigned a placeholder avatar and may appear as anonymous entries until they provide contact details.