Automatic Customer Identification
When someone calls or starts a widget conversation, the AI can instantly look up their account using their phone number or email — no need to ask "What's your account number?"
Benefits
| Without Auto-ID | With Auto-ID |
|---|---|
| "What's your account number?" | AI already knows who's calling |
| "Let me look that up..." | Instant personalization |
| Customer repeats info every call | "Hi Sarah! How can I help?" |
| 30+ seconds wasted | Straight to helping |
Setting Up Auto Caller Identification
Step 1: Create a lookup action with auto-fill
Action Name: lookup_customer
Description: Look up customer by phone number. Call this automatically
when a customer calls to identify them.
Method: GET
Endpoint: /customers?phone={{phone}}
Parameters:
- Name: phone
- Auto-fill: {{caller_phone}} ← This is the magic!Step 2: Update AI Agent Instructions
AUTOMATIC CUSTOMER IDENTIFICATION:
- At the start of each interaction, use lookup_customer to identify the customer
- The customer's phone number is automatically available via {{caller_phone}}
- If a customer record is found, greet them by name
- If no record is found, politely ask how you can help
IMPORTANT:
- Even after identifying the customer, still verify identity before
sharing sensitive data (if verification is enabled)