Understanding Chat Profile in Wavixo

Understanding Chat Profile in Wavixo

Your complete guide to interpreting user data, behavior, and insights inside the Wavixo Chat Profile.
The Chat Profile in Wavixo displays all the key parameters related to a user’s interactions with your business on WhatsApp.
It also maps important events, making it easier to understand user intent and run personalized, targeted campaigns.
Inside the Chat Profile, you will find:
Basic Parameters

Campaigns

Attributes

Tags

Customer Journey

These elements help agents understand who the user is, how they interact, and what actions have previously taken place.

⭐ What Do Profile Parameters Like Status, Last Active, and Source Mean?

1. Status
There are four types of user status in Wavixo:
Active

The user is currently in the Active section, meaning the WhatsApp chatbot is handling the conversation.
Requesting

Triggered when the chatbot requires human help, or the user asks for an agent. All chats in the Requesting tab carry this status.
Intervened

Once an agent takes over a requesting chat, the status updates to Intervened.
Closed

After the agent resolves the issue and clicks Resolve, the chat status switches to Closed and becomes bot-handled again.

2. Last Active
Shows the exact date and time of the user’s last message.
Example: 03-28-2021, 07:37 PM.

3. Template Messages
Displays how many template messages the business has sent to this user.

4. Session Messages
Shows the count of real-time session messages exchanged between you and the user.

5. Unresolved Queries
Represents the number of times the chatbot failed to answer the user and requested human intervention.

6. Source
Indicates how a user entered your Wavixo workspace:
Organic → User messaged your WhatsApp number directly

API → Conversation initiated through an API campaign

Custom → Source assigned during CSV imports


7. First Message Tag
Wavixo automatically assigns a first message tag based on what the user initially interacted with.
Examples:

User comes via “Product A” page → Tag assigned: Product A

User comes from an ad for “Service A” → Tag assigned: Service A

How to configure First Message Tags?
While creating a tag under Manage → Tags, enable First Message Tag.
You can also update the first message tag from a user's profile.

Why is First Message Tag Important?
It reveals the user’s interest and landing source, helping with better segmentation.

Can you segment users based on First Message Tags?
Yes! You can filter users by these tags and send targeted broadcasts.

⭐ Campaigns Section in the Chat Profile

This section lists every campaign ever sent to the user.

What does a double green tick mean?
Just like WhatsApp:

Double green tick = User has viewed/read the campaign

No tick = Message was delivered but not seen

This helps agents understand what content the user engaged with.

What Is the Attributes Section?

Attributes represent characteristics or data points about the user such as:

Name

Email

Country

Tag

Lead Status

Custom fields (industry, age, experience etc.)

Example
You want to broadcast only to new leads → assign tag Lead to contacts when importing them.
This tag becomes an attribute used for filtering.

Can attributes be customized?
Yes. You can:

Add custom attributes

Modify them from inside the user profile

Capture them automatically via chatbot flows

What Is the Maximum Number of Attributes?
Depends on your Wavixo plan:

Basic → 5 attributes

Pro → 20 attributes

Enterprise → Unlimited

⭐ Segmenting Users Based on Attributes

Yes, you can filter and segment users by any attribute.
This allows highly personalized broadcast campaigns.

⭐ What Are Tags & How to Assign Them?

Tags help agents classify users based on interaction and intent.
Types of tags:
Automated Tags:

First Message Tags

API Tags

Broadcast Tags

Manual Tags:
Assigned by agents (e.g., Warm Lead, Need Follow-up)

How to assign tags?
Create relevant tags under Manage → Tags

Open a user profile

Pick a tag from the dropdown

Click Add

Agents can also create new tags directly inside the Chat Profile (shown on page 8).

⭐ How to Create New Tags?

You can create tags either:

From Manage → Tags
Or from the Tag Window inside the Chat Profile

⭐ Customer Journey: What It Tracks

The Customer Journey logs every event in the user’s history, including:

Which agent intervened

Which tags were added or removed

What campaigns were sent

When chats were resolved

Timestamp of each action

Order of user interactions

This timeline helps agents understand the complete story of the user’s behavior and previous interactions.

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