🔍 Recognition Component: Your Bot's "Memory Filter"
The Customer Recognition component is a logical tool that acts as a "memory filter" within your flow. Its main function is to quickly verify whether the user's profile already has saved data on your platform to decide which path the conversation should take.
🎯 What is it for?
Reduce friction: It allows your bot to "remember" the user, avoiding the hassle of asking for information they already provided in past sessions.
Personalization: It helps you greet differently. (Ex. "Welcome back, Carlos!" vs. "Hi! To start, what's your name?").
Intelligent routing: It's ideal to place it at the beginning of your flow and separate routes: send new customers toward a registration or sales process, and returning customers directly to support or loyalty.
⚙️ How does it work? (The evaluation rule)
When configuring this component, you must choose which fields you want the system to review (ex. Name, Email, Contract Number). The component does not evaluate whether the information is correct or false, it simply checks whether the field is empty or contains text.
Based on this review, the component splits the path into two branches:
YES Branch: The user is sent this way only if ALL the fields you selected contain information.
NO Branch: The user is sent this way if at least one of the selected fields is empty.
⚠️ The Golden Rule (Strict Logic): If you configure the component to check 3 fields (Name, Last Name, and Email), the system requires that the customer has all three pieces of data saved to go down the "Yes" branch. If the customer already gave you their name and last name in the past, but is missing the email, the system will treat them as "Unknown" and send them down the "No" branch.
💡 Best Practices and Common Risks
To avoid frustrating your customers or breaking your automation, keep the following in mind when configuring this node:
Don't over-validate: Don't select 5 different fields in a single component. To prevent a frequent customer from being treated as unknown due to missing a single piece of data, we recommend validating only one or two critical fields (such as Name or their customer ID).
Beware of "Dirty Data": Remember that the system only checks that the field is not empty. If by chance an agent saved a period (".") or the word "test" in the customer field, the component will take it as valid and send them down the "Yes" branch.
It's not a format validator: This component DOES NOT check whether an email has an at symbol (@) or whether a number has the correct number of digits. To validate specific formats, you must use more advanced components, such as the Smart Field Save feature.
Make your customers feel at home from the first message! 🚀
By using the Recognition component strategically at the beginning of your flows, you achieve more human interactions, eliminate repetitive questions, and accelerate resolution time for those who already trust your brand. Adjust your memory and optimize your routes! ✅