Identity

Who the buyer is, and the reference your tools receive.

One person, many handles

The platform separates the customer (a person) from their identities (one per channel handle) and from leads (a conversation record).

Customer  "Anjali"
 ├── identity  whatsapp  · 919...
 ├── identity  website   · visitor-id
 └── identity  instagram · @handle

A customer who messages on WhatsApp after using the website widget is recognised as the same person — so a cart started in one place is still theirs in the other.

Merges are conservative

Identities merge only on a verified contact detail: a phone number the platform actually received a message from, or a confirmed email. Never on a name, never on similarity, never probabilistically.

This is deliberate. A wrong merge hands one customer another customer’s conversation and order history — the kind of mistake that cannot be apologised away.

Every merge is recorded and reversible.

buyer_ref

Your tools receive a stable reference for the person in the conversation. Use it as the key for their cart, their tier and their history.

Treat buyer_ref as a pseudonymous key, not proof of anything. Whether that buyer is verified for wholesale, allowed a discount, or permitted to see an order is your decision, resolved from your own records against the workspace the auth token identifies.

What you should not ask for

Do not require a phone number or email as a tool argument to identify someone. The platform already knows who is talking; asking again makes the assistant interrogate a customer it has already recognised, which reads as forgetting them.