Customer Identity & Verification

Customer Identity & Verification

v1.7.0

Clienta.ai can remember who your customers are across visits so conversations feel continuous and personal — without requiring them to create an account. Identity works in three layers, each progressively more trusted.

How identity works

1. Automatic recognition (contact token)

When a visitor opens the chat widget, the server issues an opaque contact token stored in their browser. On the next visit from the same browser, the widget sends the token back and the server silently loads the visitor’s prior conversations.

• The token is a random, opaque handle — it never exposes an internal ID.
• It is a correlation hint only, not an authorization credential.
• No setup is required; it works automatically per browser.

2. Email collection

A visitor may optionally provide an email (for example, to receive a transcript or be contacted). The email is stored but unverified until step 3.

3. Email verification (OTP)

To link the same person across devices and unlock Conversation Memory, the visitor enters their email and receives a one-time code. Entering the correct code marks the contact verified.

Cross-device identity

Once verified by email, the same person is recognized on any device or browser that verifies the same email — their verified memories and history follow them.

What data is collected

Data	Purpose	Stored
Contact token (hashed)	Recognize returning visitors	Per-browser
Email (optional)	Verification + contact	Per-contact
Name / phone (optional)	Personalization	Per-contact

Privacy & opt-out

• Visitors who skip email verification remain anonymous — they chat normally but no memories are stored.
• Memory storage requires explicit opt-in consent and an organization to have the memory feature enabled.
• A visitor can withdraw consent or request erasure at any time (see Privacy & Compliance).