Know who is on the call
November 3, 2026 · release
Until now every session started with a stranger. If a customer called twice about the same problem, the agent asked the same questions twice.
You can now tell us who the user is, and we check that it is true. There are three ways. Your backend can start the session and name the user. Your site can send a token from your login and we verify it against your public keys. Or we can call an HTTPS endpoint of yours, signed, and you answer with the user id. Pick one under Settings, End-user identity.
A visitor can also sign in halfway through a call: session.identify({ endUserToken }) upgrades the running session, and the agent gets an onUserIdentified callback. Signing in as a different person than the one already attached is refused.
For verified users the agent can read their earlier conversations with getUserHistory, and tools marked requiresVerifiedUser stay hidden until someone is verified. The agent never chooses the user id, so a caller who says "I'm user 456" gets nothing from another account.
We store only the mapping between your user id and the sessions. The rest of the person's data stays with you. Each user has a page in the dashboard with their sessions and a delete button that removes their transcripts, recordings and record in one go.
Try it
- Docs: End-user identity
- Template:
llm-support-sticky-user, a support agent that opens and updates tickets in your CRM for a verified caller. It runs on a mock CRM until you addAGENT_CRM_API_URLandAGENT_CRM_API_KEY. - Dashboard: open a project, go to Settings and find End-user identity