If you publish your chatbot on Messenger (we can record your audience as a Facebook user, we can take user information from Facebook), then you can use User Attribute to update the user name or anything you want. However, for the website, we cannot know exactly who is chatting with a bot, so you need to use an action "Add Subscriber" to record the Audience. Please check our document (Record Website Audience): https://docs.botstar.com/en/publish-to-website.html