People
Manage your audience with built-in CRM tools.
Requires the Manage/view all people permissions to view or edit.
"People" refers to your audience — individuals who interact with your AI agents and live agents. The People module is Proto's native CRM for registering and managing them.
Add a person
Go to the People dashboard.
Select Add person.
Fill in the details:
Name
The person's display name.
The address where ticket replies are sent.
Phone number
The number used in messaging apps.
Press Save to confirm.
Manage a person
Select any person from the People dashboard to open their details panel.
Edit the Name and avatar via the options icon → Edit. Ban or unban via the options icon → Ban.
Location
Arbitrary location, e.g. a city
Country
Auto-populated by Webchat, or left empty
IP address
The person's internet protocol address
Address for ticket replies
Phone number
Number used in messaging apps
Person ID
Static ID assigned by Proto
Channel ID
Static ID assigned by the messaging app
Unique ID
Editable tertiary ID field
A list of the person's conversations, each with an ID, status, and timestamp.
Select any conversation to open it in the Inbox.
Notes — internal notes visible only to live agents. Select the add icon to create, the edit icon to update, the delete icon to remove. Use the colour picker to distinguish notes visually.
Tags — tags assigned to the person for filtering. See Tags.
Custom fields — editable custom fields for the person, as configured in workspace settings. See Custom fields.
Find people
In the People dashboard, use the search field or filters.
Tags / Tag groups
Select from workspace tags
Custom fields
Workspace custom fields
Channels
Ticket, Webchat, WhatsApp, AI agent handoff
Country
Select a country
Created on
Presets or custom date range
Export people
See Exports for details.
Delete people
Go to the People dashboard.
Select one or more people by their checkbox.
Select Delete people and confirm.
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