User 360 Overview

User 360 is a Customer Data Platform that helps you manage your customer base. You can segment your customers based on some shared characteristics for personalised targeting and get insights into their cross-channel engagement behavior.

The following are some key features of User 360 -

  • Collect user data from bot conversations and client’s external tech stack
  • Unify user profiles and maintain context across channels
  • Segment users into meaningful audiences
  • Activate user data and segments in various modules of to drive personalisation

User360 is enabled by default for bots created after June 1, 2022. To enable it for your bot, write to [email protected].

1. Access User 360#

You can see User 360 in the Engage module. You can view your user details, modify their details, define user properties, create user segments and do more.

To access User 360, log on to and navigate to Engage > User 360.


This is enabled only for

The following are the key actions that you can perform on user 360.

1.1 Add users#

The platform provides different ways to add your users. You can add each user manually or leverage advanced features to quickly create your user base and maintain it real-time.

1.2 Enrich your user data#

It is important to collect data that is specific to your users. While there are some predefined properties, called System Properties, you can also create and send Custom properties and Events.

User properties store data about who your users are, events tell you when users take important actions on your product.

1.3 Create segments to power personalisation#

By combining the user data with Properties and Events, you can create highly focussed segments. These segments update automatically as and when users match the criteria that you set.

You can group your users based on certain characteristics such as who they are and what they do.

2. Data tracking#

We store three types of data about your users:

  1. System user properties (a default set of data that we capture about your users).
  2. Custom user properties (data you send us about your users).
  3. Events (data that records specific activities of users).

The following sections explain various datatypes supported and how you can make the most of them.

2.1 User property data types#

Data TypeDescription
stringStores String data
numberStores positive or negative integer, or a decimal number
timeStores time in hh:mm:ss format
dateStores date in YYYY-MM-DD format
datetimeStores date and time in YYYY-MM-DD hh:mm:ss format
listStores an array of String values
booleanStores true or false
phoneStores phone numbers with country code and validates the format by checking country code and number of digits
urlStores URL and validates the format for the same
emailStores email and validates the format for the same

2.2 System user properties#

The following properties are enabled by default. You can see these in User 360.

Property NameData TypeDescription
userIdstringUnique identifier for a user NOTE: This can be passed
firstNamestringThe first name of the user
lastNamestringLast name of the user
genderstringGender of the user
countrystringIdentifies based on the location of the user’s IP address
citystringIdentifies based on the location of the user’s IP address
ipstringFetches from the user’s browser
latitudenumberIdentifies from the location of the user’s IP address
longitudenumberIdentifies from the location of the user’s IP address
languagestringPreferred language of the user
timezonestringIdentifies based on the location of user's IP address
emailemailEmail address of the user
phonephonePhone number of the user with country code
lastChannelstringRecent channel (set up on where the user had an active session
You can update this property to cover touch-points/channels outside
dobdateDate of birth of the user.
lastSessiondateTimetimestamp of the last time the user had an active session on one of the channels set up on NOTE: You can update this property to cover touch-points/channels outside
emailOptinbooleanSubscription status of the user to emails. The value is true if a user has subscribed to your emails, else it is false
smsOptinbooleanSubscription status of the user to SMS. The value is true if a user has subscribed to your SMS, else it is false
whatsAppOptinbooleanWhatsApp subscription status of the user. This is true if a user has subscribed to your WhatsApp messages, else it is false.
createdAtdateTimeTimestamp of when the user record was created
updatedAtdateTimeTimestamp of when the user record was recently updated
tagslistList of groups associated to the user. You can add tags to users manually.

2.3 Custom user properties#

Custom properties store additional information specific to your users. For example, you might want to store details such as the number of times they have visited your pricing page, what their department is, and which is their preferred product.

These properties are ideal for helping you answer questions like:

  • How many/how much?:

    • Example: Show users who are paying over $10 per month.
  • What’s the name?

    • Example: Show the list of all users whose job title is ‘Marketer’.
  • Is it true or false?


    • Users who visited the pricing page - (pricingPageVisit = true)
    • Users who haven’t visited the pricing page - (pricingPageVisit = false)
  • Date?

    • Example: Users whose subscription will end on 1 December.

Custom User Properties can be created from UI, in Users Module.


Currently, you cannot modify or delete a custom property once created.

3. User events#

You can send events to, to record user activities or capture an important conversion events. It also captures the details such as the first and last time a user does something including the total number of times. For example, you can see the first time users clicked on a particular page, or when they most recently purchased an item.

You can see events in User 360, and filter them to answer questions like:

  • Are users visiting the same product page quite often in recent times?
  • Did they use the export feature a number of times? or
  • Did they downgrade their plan?

3.1 Export your user data#

If you want to update your user base or use it outside, you to export user data easily and use it wherever required. To know more, see Export users' data.

4. Unify profiles & maintain context across channels#

To achieve true personalisation, you might want to recognise your users on every channel they appear on. To achieve this: