Identities

Keep the company's people and places in one list, each with its own page and a short code you can use to refer to it.

What you can do

• Add a person or a place
• Give each identity a code that stays stable if you rename it
• Explain on the page how identities differ from users

In Studio: Identities · New identity · Identity

Keep identities of your own, for agents you build for yourself.

What you can do

• Add and edit identities only you use

In Studio: Yours · New identity of your own · Identity

Decide once which details every identity has. Name, company, communication style, background and voice are built in; you can hide them or add your own.

What you can do

• Add a field and say what the agent is told about it
• Hide a built-in field you don't need
• Mark a field required

In Studio: Fields

Studio checks what is typed into an identity's fields, such as whether a name looks like a name, before it is saved.

What you can do

• Choose which fields are checked
• See why a value was refused or flagged

In Studio: Fields · Checks

In the API: getValidationChecks, tryValidationCheck

Give a person or place its hours, so workflows know when it is open.

What you can do

• Set opening or working hours for each day
• Use the hours in a workflow's hours check

In Studio: Identity · New identity

Each identity an agent acts as can have its own email address, phone number, voice address, link and website chat widget.

What you can do

• See each address and copy the widget code
• Send a test to check an address works

In Studio: Identity

In the API: createCompanyIdentityBindingTest, getCompanyIdentityBindingTest, createPersonalIdentityBindingTest, getPersonalIdentityBindingTest

Messages can come from the company's shared RCS sender, or an identity can have its own.

What you can do

• Choose the shared sender or an identity's own
• Preview the registration details before applying

In Studio: Identity

In the API: getCompanyIdentityBindingRcs, updateCompanyIdentityBindingRcs, previewCompanyIdentityBindingRcsRegistration

Connect an identity's own mailbox and calendar, so an agent can send as them and check when they are free.

What you can do

• Connect a Gmail mailbox for an identity
• Connect a calendar and choose what the agent may see

In Studio: Identity

In the API: getCompanyIdentityBindingCalendar, updateCompanyIdentityBindingCalendar, getPersonalIdentityBindingCalendar, updatePersonalIdentityBindingCalendar

Add photos of a person or place, with a note on when an agent should use each one.

What you can do

• Upload images with captions
• Say when each image should be used

In Studio: Identity

Bring in many identities at once from a file. Studio shows every row before anything is saved.

What you can do

• Upload a CSV or JSON file
• Match its columns to identity fields, or ignore a column
• Preview every row, then get a receipt

In Studio: Import identities

In the API: previewCompanyIdentityImport, commitCompanyIdentityImport

Set the layout and logo placement for email your agents send, once for the whole company.

What you can do

• Choose a layout and where the logo goes
• Preview an email before it is sent

In Studio: Email

Connect an identity's Outlook mailbox and Microsoft calendar, as with Gmail.

What you can do

• Send as an identity from Outlook
• Check a Microsoft calendar for free time

See every way a customer has reached you, which agent and identity answered, and when.

What you can do

• See a person's numbers and addresses in one place
• See which conversation each belongs to

Let an agent draw a picture of an identity from its reference images, labelled as made by AI.

What you can do

• Choose a primary image and style note
• Label every drawn image as made by AI