The User Hub acts as a unified system of record, consolidating player identities and attributes across all platforms and apps into a single, real-time profile. By leveraging User Hub data, you can unlock advanced capabilities across support channels, automated workflows, and proactive engagement campaigns.
The following are different ways to leverage User Fields and User Tags.
| Application | Key Capabilities | Business Value | Useful Links |
| Mapping Users Across Applications | Connects scattered player records across games into a single centralized view. Recognizes players switching devices or playing different games in your portfolio. For instance, updating a player's email (App A) and Discord ID (App B) in User Identities automatically links both app profiles to a single, unified User Hub profile. | Agents instantly see a unified history of the player's lifetime interactions (issues), tags, and user notes across apps, providing more information and behavior insights about the player, eliminating disconnected tickets and repetitive questions. | User Hub: User Identities |
| Advanced Search Filters | Allows operators to find specific players based on user identities. Search criteria can be saved for quick access in future dashboard sessions. | Reduces search time for supervisors and agents trying to isolate a specific player's profile and entire cross-platform conversation history. | User Hub: Advanced Search Filters in Agent Dashboard |
| Proactive Engagement Audience Criteria | Segments audiences using real-time user-level attributes. Unlike CIFs (which only update when a player raises a ticket), User Hub properties let you reach your entire player base if all of the player information is updated in User Hub. | Using User Properties, users can reach out to their entire player base. Enables targeted campaigns based on user data, such as proactively messaging players stuck on a level or sending exclusive offers to high-LTV spenders. | Proactive Engagement: Defining Audience |
| Bots and Automations | Bots and automations can dynamically route issues, branch chat flows, and set User Hub attributes (fields, tags, and notes) in real time based on player attributes, and even trigger mid-conversation API pulls to fetch fresh player data instantly. This eliminates reliance on rigid bulk API cycles by enabling real-time status updates, though API requests currently limit the user's Name, Email, and User ID. | Enables smarter, prioritized routing and human handoffs. For example, high-lifetime spenders bypass standard queues to go directly to a dedicated VIP queue or VIP bot, while casual players are guided through cost-effective self-service paths. | Bot procedures: What are Custom Bots, and how do I set them up? |
| Text Template Personalization Placeholders | Allows the insertion of dynamic placeholders using Text Templates directly into message titles, bodies, and buttons. Integrating real-time User Hub data lets you instantly personalize campaigns and bot conversations for every player. | Drives higher message open and action rates by delivering deeply personalized outbound messages and automated check-ins. | Proactive Engagement: Text Template Guidelines |
| Analytics | Tracks global and app-level trends (user creation, Daily Active Users (DAU) trend, and support metrics) in Advanced Analytics with segment-wise filtering (e.g., User VIP Segment). In Custom Analytics, User Hub data is available as a preset template called 'Players'. Custom analytics can also be created from scratch using both user properties and issue properties by drag and drop. | Provides granular, player-centric performance insights to monitor engagement trends and correlate user profiles directly with operational metrics. | Helpshift Analytics: User Hub (Global) Analytics |
Implementation Resources: If you are interested in implementing User Hub for your domain, please refer to User Hub: Implementation Guide.