Thanks for this @Victor Chen , it looks like custom events can be very helpful.

One of the common asks we get is how to identify the actual users in the conversational analytics dashboard. I am curious why the dashboard only shows the user Hash ID and not user names. That does not seem particularly useful. Do we need to create custom events to show this instead? I suppose the event would track users that started a conversation? Seems like a lot just to be able to see user details. Is there another way to get this information from the dashboard or do we need to report on the conversations or interactions directly?