> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botbrains.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Users

> Track and manage end users across customer support conversations

Users represent the people who interact with your AI agent. botBrains tracks each person across channels and over time, building profiles that enable personalized support and customer insights.

## How botBrains Tracks Users

botBrains automatically creates user records as people interact with your AI.

### Identification

You can identify users by email address, phone number, or an external ID from your own systems (CRM, auth, databases). botBrains tracks anonymous users by device and session until they identify themselves.

botBrains tracks whether the owner has verified (signed) their email address or phone number, giving you higher confidence for security-sensitive operations.

### Attributes

| Attribute           | Description                                                                       |
| ------------------- | --------------------------------------------------------------------------------- |
| Name                | First and last name                                                               |
| Email / Phone       | Contact info with verification status                                             |
| Timezone            | Detected from device or explicitly set                                            |
| Languages           | Preferred communication languages                                                 |
| Last Seen           | Timestamp of most recent interaction                                              |
| External Attributes | Custom key-value data from your systems (subscription tier, account status, etc.) |

Pass external attributes through the API or integrations to enrich profiles with business data like subscription level, account status, or purchase history.

```json User Profile Example theme={null}
{
  "id": "usr_abc123",
  "first_name": "Sarah",
  "last_name": "Chen",
  "email": "sarah.chen@example.com",
  "email_signed": true,
  "phone": "+14155551234",
  "phone_signed": false,
  "external_id": "cust_789xyz",
  "timezone": "America/Los_Angeles",
  "locales": ["en-US", "zh-CN"],
  "last_seen_at": "2025-11-29T18:45:00Z",
  "external_attributes": {
    "subscription_tier": "enterprise",
    "account_status": "active",
    "signup_date": "2023-06-15"
  }
}
```

<img src="https://mintcdn.com/botbrains/iwe7EG2H5FvzvT9J/images/users/user-profile-detail.png?fit=max&auto=format&n=iwe7EG2H5FvzvT9J&q=85&s=df8de01efefc8a53800bad3e463bd599" alt="User profile detail view showing contact information, attributes, and conversation history" data-generation-prompt="Navigate to platform.botbrains.io/~/conversations. Click on a conversation, then click on the user name in the right sidebar to open their profile. Show the user profile with contact info, attributes, and conversation history. Use 1920x1080 viewport, collapse sidebar." width="1920" height="1080" data-path="images/users/user-profile-detail.png" />

## Managing Users

**Search and filter.** Search across names, emails, phone numbers, and external IDs. Filter by [labels](/concepts/labels) or restrict to identifiable users only.

<img src="https://mintcdn.com/botbrains/iwe7EG2H5FvzvT9J/images/users/users-list-search.png?fit=max&auto=format&n=iwe7EG2H5FvzvT9J&q=85&s=68b18c517293661c4174e5cd566e25ba" alt="Users list page with search bar, filter options for labels, and a table of users with names, emails, and last seen timestamps" data-generation-prompt="Navigate to platform.botbrains.io/~/conversations. Click on a conversation to open it. In the right sidebar, find the user pool link or navigate via the user profile. Show the users list with search bar and user entries. Use 1920x1080 viewport, collapse sidebar." width="1920" height="1080" data-path="images/users/users-list-search.png" />

**Edit profiles.** Update user information directly in the UI or sync data programmatically through the API.

**Label users.** Apply labels like `vip-customer` or `enterprise-user` to organize users for filtering in analytics, exports, and [audience](/concepts/audiences) targeting.

**View conversations.** Each profile shows the user's complete conversation history with full message content and timestamps.

**Export.** Filter to the segment you need and export as CSV or JSON for compliance, CRM sync, or analysis in other tools.

<Note>
  The UI blurs personal information (emails, external IDs) by default and reveals it on hover, preventing accidental exposure in screenshots or screen shares.
</Note>

## Next Steps

* [Audiences](/concepts/audiences) - Segment users for targeted experiences
* [Conversations](/concepts/conversations) - Analyze user interactions
* [Labels](/concepts/labels) - Organize users and conversations
* [Data Export](/concepts/data-export) - Export user data for analysis