> Index of every Falcon docs page, for assistants: https://falcon.com/docs/llms.txt # Identities The people and places your agents speak as, each with its own details, hours and ways to be reached. An identity is a person or a place that an agent acts for, such as Dana in sales or the Downtown store. One agent can speak as many identities. Identities are not Falcon users. They never sign in. They are records the company keeps, with the details an agent needs to speak as them. The company decides which details every identity has, such as a name, a communication style or a background. An agent is told those details when it writes as that identity. ## Features ### Company 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. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Falcon: Identities · New identity · Identity ### Your own identities Keep identities of your own, for agents you build for yourself. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Add and edit identities only you use In Falcon: Yours · New identity of your own · Identity ### Identity fields 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. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Falcon: Fields ### Checks on identity details Falcon checks what is typed into an identity's fields, such as whether a name looks like a name, before it is saved. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Choose which fields are checked - See why a value was refused or flagged In Falcon: Fields · Checks In the API: `getValidationChecks`, `tryValidationCheck` ### Working hours Give a person or place its hours, so workflows know when it is open. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Set opening or working hours for each day - Use the hours in a workflow's hours check In Falcon: Identity · New identity ### Where an identity can be reached Each identity an agent acts as can have its own email address, phone number, voice address, link and website chat widget. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - See each address and copy the widget code - Send a test to check an address works In Falcon: Identity In the API: `createCompanyIdentityBindingTest`, `getCompanyIdentityBindingTest`, `createPersonalIdentityBindingTest`, `getPersonalIdentityBindingTest` ### RCS for each identity Messages can come from the company's shared RCS sender, or an identity can have its own. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Choose the shared sender or an identity's own - Preview the registration details before applying In Falcon: Identity In the API: `getCompanyIdentityBindingRcs`, `updateCompanyIdentityBindingRcs`, `previewCompanyIdentityBindingRcsRegistration` ### An identity's own mailbox and calendar Connect an identity's own mailbox and calendar, so an agent can send as them and check when they are free. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Connect a Gmail mailbox for an identity - Connect a calendar and choose what the agent may see In Falcon: Identity In the API: `getCompanyIdentityBindingCalendar`, `updateCompanyIdentityBindingCalendar`, `getPersonalIdentityBindingCalendar`, `updatePersonalIdentityBindingCalendar` ### Images of an identity Add photos of a person or place, with a note on when an agent should use each one. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Upload images with captions - Say when each image should be used In Falcon: Identity ### Import identities Bring in many identities at once from a file. Falcon shows every row before anything is saved. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Falcon: Import identities In the API: `previewCompanyIdentityImport`, `commitCompanyIdentityImport` ### How the company's email looks Set the layout and logo placement for email your agents send, once for the whole company. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Choose a layout and where the logo goes - Preview an email before it is sent In Falcon: Email ### Outlook mailboxes and calendars Connect an identity's Outlook mailbox and Microsoft calendar, as with Gmail. > Coming next: Designed and planned, not built yet. What you can do: - Send as an identity from Outlook - Check a Microsoft calendar for free time ### A customer's contact points See every way a customer has reached you, which agent and identity answered, and when. > Coming next: Designed and planned, not built yet. What you can do: - See a person's numbers and addresses in one place - See which conversation each belongs to ### Pictures drawn in an identity's likeness Let an agent draw a picture of an identity from its reference images, labelled as made by AI. > Coming next: Designed and planned, not built yet. What you can do: - Choose a primary image and style note - Label every drawn image as made by AI ## Who can do what Who may do each thing in this guide, and what an AI assistant connected as that person may do with it. Roles are set in Company settings › Roles. | What | Who may | An assistant | |---|---|---| | Read company validation checks | Company administrators | Reads · needs “look” | | Try a validation check | Company administrators | Changes · needs “change settings” · waits for your approval | | Request a company binding address test | Company administrators | Changes · needs “run and test” · waits for your approval | | Read a company binding address test | Company administrators | Reads · needs “look” | | Request a personal binding address test | People who can edit it | Changes · needs “run and test” · waits for your approval | | Read a personal binding address test | Anyone who can see it | Reads · needs “look” | | Read an identity binding's RCS sender | Company administrators | Reads · needs “look” | | Choose an identity binding's RCS sender | Company administrators | Changes · needs “change settings” · waits for your approval | | Preview an identity RCS registration | Company administrators | Changes · needs “change settings” | | Read company binding calendar status | Company administrators | Reads · needs “look” | | Choose company binding calendars | Company administrators | Changes · needs “change settings” | | Read personal binding calendar status | Anyone who can see it | Reads · needs “look” | | Choose personal binding calendars | People who can edit it | Changes · needs “change settings” | | Preview a company identity import | Company administrators | Changes · needs “change settings” | | Commit a company identity import | Company administrators | Changes · needs “change settings” · waits for your approval | ## Related - Next: [Workflows](https://falcon.com/docs/workflows.md) - [Glossary](https://falcon.com/docs/glossary.md)