Personalize Experience for New and Returning Users Across Channels for an AI Agent¶
Each channel provides a unique identity for users, such as a Twitter handle, Facebook ID, or email address (Slack/Team), call ID or phone number (IVR), and email/customer ID (SDK). The Platform creates a corresponding unique identity for each user, ensuring that a user is consistently identified across different channels when interacting with a specific AI Agent.
When a user starts a conversation with an AI Agent, the Platform checks if the user’s channel-provided identity matches any previous users who have interacted with that AI Agent. If a match occurs, the user is marked as a ‘returning user’ by setting the isReturningUser flag to true in the ‘BotUserSession’ context object (context.BotUserSession.isReturningUser). If there is no match, the user is marked as new.
The Platform user's can use the isReturningUser flag to provide personalized user experiences by implementing different business logic for new versus returning users.
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