Note: User Hub features are in Closed Beta. Please reach out to your Customer Success managers for more information.
Global Level User Fields
In a company with multiple apps, a Global User Field like "Total LTV Spend (in USD)" can track a player’s total spend across all apps. For instance, if a player purchases in-game items in Game 1 and Game 2, the global user field lets you store the aggregated information.
Similarly, the “User VIP Segment” at the global level could be tracking the user as a “High Potential” when at individual apps, their “User VIP Segment” for App 1 is “VIP Gold” in one and non-paying frequent App user in another.
Below are the global user fields and their uses:
| Field | Field Type | Usage Category | Use |
User Display Name | Standard | Demographic | Personalize conversations by the name of the user. |
Last User Country | Standard | Demographic | Captures the user's most recent known country based on their device's location. This data is useful for fraud detection and demographic reporting. |
Last User City | Standard | Demographic | Captures the user's most recent known city based on their device's location. It is used for fraud detection and granular demographic reporting. |
User Age | Standard | Demographic | Used to track compliance for age-restricted content and demographic reporting. |
Total LTV User Spend (USD) | Standard | Value | Reflects the total lifetime spend of the user across all apps, measured in USD. |
User Persona | Standard | Segment | Categorises users based on their behavior across apps, e.g., Heavy players, Royal engaging players, or user segments like Gold, Diamond, Persona 2, etc. |
User VIP Segment | Standard | Segment | Defines whether the user is a VIP or non-VIP or another value the brand assigns to track user status across apps. |
User Support Status | Standard | Support | Tracks whether a user is banned, unbanned, active, or has other support statuses across apps and platforms. |
Preferred Language | Standard | Preference | Tracks the user's preferred language for personalizing bot flows and the Help Center. |
T & C Acceptance | Standard | Compliance | Tracks whether the user has accepted the terms and conditions for compliance purposes. Brands can choose the frequency and method for this tracking, with options for anonymous acceptance. |
Custom User Field 1 - 20 | Custom | Custom | These are customizable fields defined at the user level for tracking additional brand-specific information, such as rewards, offers, and compensation. |
App Level User Fields
Let’s take an example of how the app user field will be useful. An App User Field like "Level Progression" is specific to individual games. If a player reaches level 50 in Game 1, this data is only relevant and stored within that specific app. The company can use this information to offer personalized in-game rewards or challenges, but it won’t affect their experience in Game 2.
Below are the app-specific fields and their uses:
| Field | Field Type | Usage Category | Use |
User Persona | Standard | Segment | Categorises users based on their behavior within an app. |
User Level in App | Standard | Segment | Used to segment users based on their level or progress within an app for personalized experiences. |
User VIP Segment | Standard | Segment | Defines whether the user is a VIP or Non-VIP or another value assigned by the brand to track user status |
User Paying Segment | Standard | Segment | Classifies users by payment tiers such as Non-Paying, Low Paying, Medium Paying, High Paying, or Null. |
User App Spend (USD) | Standard | Value | Captures the user's total spend within the app to date in USD. |
User App Status | Standard | Engagement | Tracks the user's app activity status, such as active, inactive, or banned. |
User Support Status | Standard | Support | Seeking Support is banned for the App across the platforms and channels where the user interacts with the Client. |
User Country | Standard | Demographic | Provides the country of the user for personalized content and fraud prevention, as well as demographic reporting. |
User City | Standard | Demographic | Captures the user's city for fraud detection and demographic reporting purposes. |
User Language | Standard | Demographic | Tracks the user's language to personalize all interactions and experiences. |
User App Rating | Standard | Engagement | Measures the user’s satisfaction with the app to get insights into possible concerns about the app or support services. |
User T & C Acceptance | Standard | Compliance | Tracks whether the user has accepted the app's terms and conditions for compliance, with brands setting this flag. |
Last Login | Standard | Engagement | Captures the user's most recent login date for tracking engagement and retention. |
Platforms User is on | Standard | Engagement | Automatically updated based on app linking and displays the platforms the user is associated with. |
Devices User is on | Standard | Engagement | Updated automatically through app linking and shows the user's associated devices. |
Total Issues Created | Standard | Support | Automatically tracks the total number of support issues raised by the user within the last three months. |
Last Issue Raised on | Standard | Support | Automatically records the date of the last support issue raised by the user. |
Avg CSAT | Standard | Support | Automatically calculates the user’s average customer satisfaction score (CSAT) over the last three months. |
Avg TTFR | Standard | Support | Automatically calculates the average time to first response (TTFR) for the user over the last three months. |
Avg TTR | Standard | Support | Automatically calculates the average time to resolution (TTR) for the user’s issues over the last three months. |
Avg TTFHR | Standard | Support | Automatically calculates the average time to handle the user's requests (TTHR) over the last three months. |
Avg Holding Time | Standard | Support | Automatically calculates the average time the user spent holding (waiting for resolution) over the last three months. |
Avg Handling Time | Standard | Support | Automatically calculates the average time the user spent handling time over the last three months. |
Custom User Field 1 - 30 | Custom | Custom | These customizable fields allow the tracking of additional brand-specific data for user management. |
Note: In the support metrics above, “last 3 months” is calculated as the Current day—90 days, and the refresh rate is periodic.