Skip to main content

Identity Graph Overview

The Identity Graph is a privacy-aware visitor profile that the AI agents on your site (chat and voice) can read from when they answer a question. Instead of treating every visit as a fresh anonymous conversation, the graph remembers who a visitor is across sessions and surfaces context — past chats, past calls, CRM info, captured form responses, and AI-extracted facts — to the agent so it can give informed, personalized replies.

What it gives the AI agent​

When a visitor's identity is established, the AI agent's prompt automatically includes:

  • Who they are — name, email, phone (when known), self-reported company.
  • Where they came from — current page, traffic source (UTM, referrer, paid search).
  • What they've done before — recent pages viewed, prior conversations (chat + call summaries), bookings made, forms submitted on your site.
  • Lead intelligence — lead score, behavioural signals (visited high-intent pages, shared contact info, returning visitor, initiated a call).
  • CRM context — HubSpot or GoHighLevel lifecycle stage, deals/opportunities, tags, and recent rep notes when those integrations are connected.
  • Conversational memory — short, AI-extracted facts from past chats and calls (e.g. "interested in the Pro plan", "asked about migration timelines").

What it does not do​

  • No cross-tenant data sharing. Each customer (tenant) has their own view of a visitor. If the same person visits Company A's site and Company B's site, the AI for Company B never sees what they did on Company A's site.
  • No silent sharing without verification. A session that just claims an email or phone number doesn't automatically get full access to the matching visitor's history — see Identity Verification for how trust is established.
  • No password or payment data is captured, ever. The website-form intercept skips password fields, hidden fields, credit-card / CVV / SSN / routing-number fields by default.

How visitors get linked​

A "visitor" becomes a tracked Person the moment we have an identifier we can match on:

  • They submit a form on your site that includes an email or phone — the form-intercept script picks it up.
  • They share their contact info in chat or via the chat widget's call flow.
  • They arrive carrying a CRM cookie or query parameter (HubSpot hubspotutk, GHL contact_id).
  • They call your business number from a phone we already know, and inbound caller-ID is enabled for your tenant.
  • They return on the same browser they previously identified on (the widget keeps a stable session identifier in the browser's local storage).

Each tenant's view of that Person is stored as a Person Profile — a per-tenant slice of the data with everything you've collected about them on your site.

Where to turn it on​

The Identity Graph runs automatically for any company with an active subscription. There's nothing for the customer to configure — the super admin owns the global config that applies to every tenant, with optional per-company overrides for tenants that need a different posture. See Admin Controls.

Reading order​

  1. Visitor Profiles — how Person and Person Profile records work.
  2. Identity Verification — what counts as a verified identity vs. a claim.
  3. Website Form Capture — pulling identity from forms on your own site.
  4. Cross-Session Context — what cross-session data the AI sees.
  5. Admin Controls — the super-admin gate.