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 a 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