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Documentation Index

Fetch the complete documentation index at: https://docs.helpalive.com/llms.txt

Use this file to discover all available pages before exploring further.

The Insight → Audience tab is where your team browses every workspace and user in your HelpAlive deployment. Use it for support, customer success, account reviews, and prioritizing outreach.

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Where to find it

Open your dashboard and go to Insight → Audience. The page has two panes:
  • A list of workspaces on the left, sorted by activity so the most active customers float to the top.
  • A list of users on the right — all of them, or just the workspace you’ve selected.
Click any workspace or user to open its detail panel.

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What’s on a user’s timeline

When you open a user, you see:

Identity

Display name, email, role, plan, workspace, account age — pulled from your identify() call.

Activity timeline

Pages they viewed, things they clicked, errors they saw, conversations with the AI assistant — newest first.

Devices

Browsers, operating systems, mobile vs. desktop, time zones.

Privacy state

Their consent state, whether tracking is paused, and any deletion requests.

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What you’ll see in the timeline

The timeline lists the user’s most recent activity, newest first.
EventShown as
Page viewA row with the page title and URL.
ClickA row showing what kind of element they clicked, with the surrounding page context.
Form submitA row noting the form was submitted. (We never capture what they typed.)
Rage clickHighlighted as a frustration signal.
Page errorHighlighted as a quality signal, with the error message.
ConversationExpandable; shows the full message thread and rating.
The timeline shows the most recent few hundred events.

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Sessions

Activity is grouped into sessions — bursts of usage separated by quiet periods. By default, 30 minutes of inactivity ends a session; you can change this in Settings → Security & Access. Each session shows when it started, when it ended, how many pages were visited, and whether the user opened the Agent.

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Recent Agent conversations

Conversations are linked from the timeline so your support team can see what the user asked and what the Agent said back. For each conversation you’ll see:
  • The page where the chat started.
  • The full back-and-forth.
  • The user’s rating, if they gave one.
  • A note on whether the Agent had a confident answer — useful for spotting moments where the Agent fell short.

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What you’ll see on a workspace

Click any workspace to see:
  • Members — every user in that workspace and how active they are.
  • Recent activity — what the workspace as a whole has been doing.
  • Sessions and conversations — daily counts.
  • Plan and traits — whatever you sent through identify().

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Privacy state

The user’s profile shows their privacy state at a glance:
  • Consent — whether they’ve opted in to analytics and chat.
  • Workspace suppression — if recording is paused for their whole workspace.
  • User suppression — if recording is paused just for them.
  • Deletion requests — any in-progress or completed deletions and when they finished.
If a user has been deleted, their profile shows the deletion timestamp instead of activity.

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Searching

The search box accepts:
  • A user’s display name — partial matches work.
  • A user’s email — partial matches work.
  • A user’s exact userId — handy when an engineer is investigating from your logs.
You only ever see your own users — never another HelpAlive customer’s.

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Common workflows

  1. Search by email.
  2. Open the profile and scroll the timeline to roughly when the user reported the issue.
  3. Look for page errors, rage clicks, or repeated form submits around that time.
  4. If the user opened the Agent, expand the conversation to see what they asked.
  1. Open the workspace from the rail on the left.
  2. Sort users by activity, most active first.
  3. Click a quiet user to confirm they really aren’t using the product.
  4. Cross-reference with their plan and role to flag upsell or churn risk.
See Data deletion for the full flow — start it from the user’s profile.

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What’s safe to look at

  • Display name and email are visible to your dashboard admins because your team needs them to do support work.
  • The actual text users click on, or the values they typed into forms, is never shown — only generic page context.
  • The text of user questions to the Agent is shown (so you can support them), with personal data already removed.
  • You only see data from your own users. Other HelpAlive customers can’t see yours either.

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Next steps

Topics inbox

The “what to write next” queue.

Data deletion

Honor a user’s right-to-be-forgotten request.