Identify users

When you identify a signed-in user, the bot can greet them by name, answer account-specific questions through Actions, and attach the conversation, leads and issues to that user.

Available on Starter and higher.

1. Get the identity secret

Open Bot → Settings → Identity verification and copy the secret. Keep it on your server. Never put it in client-side code.

2. Compute the hash on the server

The hash is HMAC-SHA256(identitySecret, userId) as a hex string. If you don’t have a user id, use the email.

Node.js / Next.js server

import { createHmac } from "node:crypto";

export function feedbotHash(userId: string) {
  return createHmac("sha256", process.env.FEEDBOT_IDENTITY_SECRET!).update(userId).digest("hex");
}

Python

import hmac, hashlib, os

def feedbot_hash(user_id: str) -> str:
    return hmac.new(os.environ["FEEDBOT_IDENTITY_SECRET"].encode(), user_id.encode(), hashlib.sha256).hexdigest()

PHP

$hash = hash_hmac('sha256', $userId, getenv('FEEDBOT_IDENTITY_SECRET'));

3. Pass it to the widget

<script src="https://w.feedbotai.com/v1/feedbot.js" data-bot-id="YOUR_BOT_ID" async></script>
<script>
  window.Feedbot = window.Feedbot || function () { (Feedbot.q = Feedbot.q || []).push(arguments) };
  Feedbot("identify", {
    userId: "u_123",
    email: "ann@example.com",
    name: "Ann",
    hash: "HASH_FROM_YOUR_SERVER",
    metadata: { plan: "pro", signedUpAt: "2026-05-01" },
  });
</script>

Commands are queued, so you can call Feedbot(...) before the loader has finished loading.

Next.js example

app/feedbot-identify.tsx

"use client";
import { useEffect } from "react";

type Props = { userId: string; email: string; name: string; hash: string };

export function FeedbotIdentify(props: Props) {
  useEffect(() => {
    const w = window as any;
    w.Feedbot = w.Feedbot || function (...args: unknown[]) { (w.Feedbot.q = w.Feedbot.q || []).push(args); };
    w.Feedbot("identify", props);
  }, [props.userId]);
  return null;
}

Render it from a server component that computes hash with feedbotHash(user.id).

On logout

Feedbot("reset");

This forgets the visitor and the current conversation on this device.

Without a hash

Identity sent without a valid hash is still stored, but marked as unverified. The bot won’t pass unverified identity to your Actions.