User Hub: User Profiles

Note: User Hub features are in Closed Beta. Please reach out to your Customer Success managers for more information.

What is a profile, and how is it used?

Profiles provide data that forms the user context for support personnel. They describe the user's behavior and preferences.

This data personalizes conversations based on user preferences and provides contextualized support, user analytics, and insights.

Note: User profiles can add real-time data independent of issue creation.

Levels of information in User profiles

There are two levels of user information that you can store. In addition to the standard template user fields, you can add Custom User Fields (CUF) at each level to show the relevant data you need your Agents to see.

Global level
App level

Apps represent each of the products or services you support. Each app corresponds to a distinct product or service you offer. E.g., In Gaming Industry, these Apps are Games. Learn more about apps

Global Level User Information

Global-level user information refers to user data that is relevant to the user across apps. It provides a comprehensive view of a user's behavior, values, needs, and preferences across all apps.

Examples include User Display Name, User Age, User Persona, Preferred Language, Last User Country, Total LTV, etc.

App Level User Information

App level user information refers to user data specific to an App. It empowers you to provide a comprehensive view of a user's behavior, values, needs, and preferences for a specific app.

At the app level, in addition to the above information, you can also see aggregated support metrics, platform, and device information about the user.

You can show information at the app level, such as the User VIP Segment, the User Level in the App, the User App Rating, the User App Status, and the User Support Status.

Examples of Support metric information shown at the App level include Issues raised, Average CSAT, etc.

Examples of Using Profiles

Use	Example
Personalizing conversations	The agent saw that the user is a VIP but unhappy with the App and recent support CSATs. So, they now take a more empathic approach. Agent saw that the preferred language differs from the one they are conversing in. They can choose to switch and provide support in that language.
Providing contextual support	They looked at the last three purchase information provided by a brand using Custom User Fields at the app level and kept it up to date using our public APIs/SDK. Based on this and the issue raised, they could directly jump into solving it instead of asking for purchase-related information.
User analytics and insights	Understanding the distribution of users based on User VIP Segment, Country, Language, etc., can help focus on the right group of users. A brand's Consumer Success Manager can review insights to determine how many Tier 3 players from Germany on iOS platforms are VIP users.

Issue Fields (CIFs) vs User Fields

Comparison	Use CIFs when	Use User Fields when you need
Data Recency	Static	Real-time (Use SDK/Public APIs)
Life of Data	Days (within an Issue)	Perpetual (App opened - On demand redacted)
Users Scope	Only Users who raised Issues	Users opening App/VIPs
Future	NA	Enhanced Analytics & Insights, Workflows, Enhanced AI and many others.