Comprehensive User Management
Efficiently administering your user base is crucial for support operations. You can fully manage users directly from the Users area located in the left-hand menu of your admin dashboard.
Importing and Searching Users
To bulk onboard users, navigate to Settings > Users > Import users. The system currently supports CSV files exclusively. A template CSV file is available for download within that section to guide your formatting. In this template, the first row serves as the header. If you wish to import specific data points like “Height” or “Hair color,” you must first add them as Custom User Fields via Settings > Users > Custom fields.
Locating specific individuals is streamlined through the search function. You can query the database using the user’s name, surname, email address, or any defined custom fields.
Deleting Users
To remove a single user, open their User Edit box and click the Delete user button. For bulk actions, navigate to the Users table, select multiple users via the checkboxes, and click the Delete icon in the top right corner.
Permanent Deletion! When a user is deleted, all their conversations, messages, and attachments (including those on AWS S3) are permanently removed. Visitors are automatically deleted every 24 hours.
If a previously deleted user returns to your website, a completely new user profile is automatically created for them.
Merging Users & Custom Columns
Merging Profiles: You can consolidate two user profiles directly from the user table. Simply select two users and click the Merge Users button at the top. All conversations will be combined under the new user account, and the system will intelligently merge relevant personal details.
Additional Table Columns: To view more data at a glance, go to Settings > Admin > Users table additional columns. Add columns using the slug of the user detail. The slug must be lowercase with spaces replaced by hyphens (e.g., “Date of birth” becomes date-of-birth).
User Types & Roles
| Type | Description |
|---|---|
| User | A standard “user” is any registered individual associated with a valid email address. |
| Lead | A “lead” is a user without specific details (like a name) who is automatically registered after initiating at least one conversation. |
| Visitor | A “visitor” is a user currently browsing who has not yet started a conversation. Note that visitors are automatically purged from the system every 24 hours. |
Manage Agents and Admins
You can create, manage, and delete agents and administrators directly from the Users area. To create a new team member, click the Add user button in the top right corner.
- Privileges: Configure permissions via Settings > Admin > Agent privileges.
- Supervisors: Create special agents with extended privileges at Settings > Admin > Supervisor. You can add multiple supervisors by entering comma-separated Admin IDs.
- WordPress Integration: Upon activating the plugin, an admin account is automatically created matching your current WordPress credentials.
Collecting User Details & Registration
Gathering user data such as names and emails is essential for follow-up. This can be achieved via Chatbot Flows, Follow-up messages, or the Registration Form.
Registration & Login Forms
The registration form acts as a pre-chat gate, requiring users to enter specific details before engaging. You can configure this in Settings > Users.
- Pre-Chat Form: You can limit the form to specific fields (e.g., just the email or name) by selecting “Registration form” under the Require registration option and enabling specific fields in the Registration fields list.
- Login Logic: The login form appears only if the email field is enabled. If the user system is set to “WordPress,” the password field is mandatory.
- Duplicate Emails: If a user attempts to register with an existing email, an OTP (One-Time Password) is sent to facilitate login. This prevents duplicate registrations, which are rare in real-world scenarios as users typically stay logged in.
OTP Verification
The OTP feature validates emails by sending a one-time code that the user must enter. Enable this via Settings > Users > Email verification. Even if disabled, the OTP system triggers automatically if a user tries to register an already existing email.
Advanced Authentication
Login Verification URL
This feature allows authentication via an external source. The system sends a request to your specified URL (Settings > Users > Login verification URL), appending the `email` and `password` as parameters.
Example: https://example.com/[email protected]&password=123.
The external URL must respond with a JSON object formatted as follows:
{
"first_name": "John",
"last_name": "Doe",
"email": "[email protected]",
"profile_image": "https://chat.devad.io/user.svg",
"department": null,
"password": "",
"details": {
"location": [ "Location", "New York, United States" ],
"country_code": [ "Country code", "America/New_York" ]
}
}Note: The value first_name is required.
Login Link & Forgot Password
If enabled (under “Require registration”), users can click “Forgot password” to receive a Magic Login Link via email. Clicking this link logs them in automatically. You can customize the email template at Settings > Users > Login link email.
Real-Time Monitoring & Notifications
Online Notifications!
To receive notifications for online users (Visitors and Leads included), enable Pusher in settings. Note: Notifications are sent once per user every 24 hours.
New users populate the user table in real time. To view all active visitors, enable Settings > Users > Register all visitors.
Away Mode: If an agent or admin is inactive for 10 minutes (no clicks, movements, or key presses), their status is automatically set to “Offline”. This requires Pusher to be enabled and does not function on mobile devices.
