Customer identification
Collecting the customer’s name and phone at the start of a conversation for better follow-up.
Customer identification means collecting the customer’s name and phone at the start of a conversation, before the substantive answer. This helps the operator follow up quickly and close sales faster.
Enabling it
In the agent settings, toggle “require customer info” (requireCustomerInfo). When enabled, the agent will ask for the customer’s name and phone at the start of every new conversation.
When is it needed?
- Web widget: yes, because the visitor’s identity is anonymous and you need a name/phone for follow-up.
- Messengers (Telegram and Instagram): off by default because the platform already provides the user identity. Enable if you need an explicit phone number.
How extraction works
When the customer writes their name or phone in a message (with patterns like “my name is Ali” or “0912xxxxxxx”), Vigent automatically extracts it and saves it on the contact profile. Once a name is captured, the conversation state flips to “collected” and the agent can give the substantive answer.
- 1The customer opens the conversation; state is “pending”.
- 2The agent politely asks for name + phone (injected instruction).
- 3The customer sends the info; the extractor picks it up.
- 4The contact profile is updated and the conversation flips to “collected”.