Browse the people who have talked to your agent and open their conversation history.
Users lists everyone who has opened the agent, whether or not you know who they are. It is the page to reach for when you want to answer a question about a person rather than about a conversation — what they have asked before, how long they have been using the agent, whether a complaint came from one account or many.
Every browser that opens the agent gets an anonymous identity. It becomes an identified user only when your token endpoint tells HeroUI who the person is.
| Type | How it appears |
|---|---|
| Identified | Your external ID, plus any name, email, and avatar you sent |
| Anonymous | A per-project browser ID with no profile |
When an anonymous visitor signs in, their earlier conversations move to the identified person and the identity keeps the earlier first-seen timestamp. That is why an identified user can show a first-seen date from before they had an account.
Mostly anonymous rows mean identity is not wired up. Identifying users is a change to your token endpoint, not the embed, and it makes every other monitoring page more useful.
Identifiers are hashed into a pseudonymous key before they reach monitoring, so the raw ID you send is never stored.
| Column | Notes |
|---|---|
| User | Avatar and name when you sent a profile, otherwise the identity |
| External ID | The ID your server sent for identified users |
| Type | Identified or Anonymous |
| First seen | When this identity first opened the agent |
| Last active | Most recent activity |
Choose Export to download every user matching the current search, date range, and user type filters. The export is not limited to the page you are viewing. Dashboard preview traffic is always included unless excluded by a user type filter.
Exports include profile and activity fields such as display name, email, external ID, identity type, avatar URL, first seen, and last active. Internal identity keys are never included. A synchronous export can contain up to 10,000 users or 25 MiB; narrow the filters if either limit is reached.
Selecting a row opens a drawer with the person's identity, their type, external ID, email, and first-seen and last-active timestamps, followed by their ten most recent conversations. Each one links straight into Conversations, and View all conversations opens that page filtered to this person.
This is the fastest path from a support ticket to a transcript: search the customer's email here, then open the conversation they are describing.
