Overview

People

How to view user profile?

How to add custom user properties?

How to message users?

How to create new user segments?

How to modify pre-configured segments?


People


In the People tab, you can see a list of all your users, anyone who has ever had a conversation with you through the Freshchat widget - visitors as well as logged in customers.


You can apply filters to view particular segments (e.g. lapsing users, new users, recently active users). You could also create new user segments as per your requirement. You can view user details, activities, conversation history and also message them.


You can learn about your website visitors and customers by recording events (e.g. page visited, report downloaded, FAQ read) and user properties. You could also group your leads and customers based on geography, event history or product usage.



To view a particular user segment, select the respective tile. 



At present, you cannot delete any contacts on Freshchat. However, this will be supported shortly.


How to view user profile?

In the People tab, you can find user profiles of contacts who have initiated a chat with you earlier. By clicking on their profile, you can access details such as usage information, user profile, events timeline, and other data based on the Smart Plugs you have created or integrations you have set up. You can also access your previous conversation history here, and start a new conversation from the same place.


To view a user profile,

  • Click the username or click View Profile




How to add custom user properties?

If there is any additional user data you want to track, you can do so by adding a custom user property. 


To do so,

  1. Click View Profile or the user name.
  2. Go to User Properties.
  3. Click Add Custom Property (+).
  4. Enter the property name and value.
  5. Click Save.



How to message users?

Message a Single User

To message a user, 

  1. Click Send a Message. The Message pop-up box appears.




  1. Choose a Channel for message delivery.

  2. Enter your message.

  3. Click Send.


Message Multiple Users

To message multiple users,

  1. Select the checkbox against the respective usernames or Select All to message all users.



  1. Click Message or Send a Message. The Message pop-up box appears.



  1. Choose a Channel for message delivery.

  2. Enter your message.

  3. Click Send.


How to create new user segments?

All contacts in your People tab are different from one another, which makes it important to segment them to send the right message to the right person. Contacts are people (website visitors or signed up users who have interacted with you via chat). A user or visitor segmentation is creating segment or cohorts of your contacts based on some characteristics. With the help of segmentation you can group your users and visitors and make personalised conversations with them.


To create new user segment,

  1. Click New Segment. The Add Segment pop-up box appears.




  1. Add Filter conditions based on your requirements. You can also add nested conditions using AND or OR combination.

  2. Select Save Segment checkbox.

  3. Enter segment name.

  4. Click Save

  5. Click Apply to filter users.


How to modify pre-configured segments?

To modify pre-configured segments,

  1. Click Customize Segment. The Edit Segment pop-up box appears.




  1. Modify the Filter conditions.

  2. Click Apply.