You can see information about your users that is gathered from properties defined in the bot and system properties. This is useful to understand the users and to provide better services and improved communication.
How you can see a user profile and what does it contain.
You can see a user’s profile by clicking on their name in the Audience tab. When you click the name the profile will open as shown below
Sections that you see in a profile
Who is your user: This section provides basic information about the user like Name, Email, Gender, and Phone number.
What has been the user’s interaction: Here you can see the conversation history of the user which includes interaction with bots and human agents(If any).
Where did they come from (digital footprint): This segment tells what was the channel that this user came from and where was that implemented.
When did they last interact: This segment tells you when a user last interacted with your bot and their session details.
Campaigns: This information is important to understand what campaign communication the user is a part of. This helps in establishing relevance.
If by looking at the conversation history you think you need to share some information with the user you can click on Start Chat. This way you can directly interact with the user. Since WhatsApp doesn’t allow regular interaction after the session has expired you can only converse with the user while he is in an active session.
How do I see top properties that can help me understand the user?
In the audience tab when you click on a user’s name you can see their profile. In the profile, the rightmost column highlights top properties that can help you understand your user. Some of the properties in this panel can be edited by the bot builder.
Can I audit user conversations?
Yes, you can. In the audience tab when you click on a user’s name, you will see the profile of the user. Here you can see the middle column is the chat history/conversation information of a user. This will contain a user’s conversation with the bot and human agent (if any). You can also interact with the user by clicking on Start chat.