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Identity Graph Settings

The Identity Graph Settings page is where you control how Knock Knock App collects visitor identity data and what context it shares with your AI agents. Find it under Settings > Identity Graph.

For background on what the Identity Graph is and how the underlying data model works, start with the Identity Graph Overview.

Enable Identity Graph​

At the top of the page, the Enable Identity Graph toggle is the master on/off switch.

  • On — AI agents (Chat, Call, Auto-Connect, Nox) receive personalised visitor context on every conversation: identity, engagement history, CRM state, and AI-extracted facts from past chats and calls.
  • Off — AI agents see only the current session. No cross-session context is assembled.

When the master toggle is off, the other settings on the page are hidden because they have no effect.

Data Collection​

Capture Website Forms​

When enabled, a small companion script runs alongside the widget on your website. It silently captures visible email, phone, and name fields from form submissions on your site (contact forms, newsletter signups, demo request forms) and attaches them to the visitor's Person Profile.

What gets captured: visible email, phone, and name input values from any HTML form on the page.

What is never captured: password fields, credit card fields, hidden fields, or any field with sensitive autocomplete attributes. The script never blocks or delays form submissions.

See Website Form Capture for the full list of supported form providers and how the integration works.

Identity Verification​

The Verification Policy controls how strictly a session is verified as belonging to a known visitor before AI agents are allowed to see that visitor's prior history.

Stricter policies prevent impersonation — for example, someone typing another visitor's email — at the cost of more sessions where the AI sees a name and email but no past activity. Choose the policy that matches your risk profile:

PolicyBehaviour
PermissiveAny session that mentions a known visitor's email or phone gets full access to that visitor's prior history. Lowest friction, highest impersonation risk.
Moderate (recommended)A claim is auto-verified when corroborating signals — FingerprintJS hash, soft browser signature, IP/subnet match, identifier-already-known — reach a moderate threshold. Returning visitors who clear cache on the same Wi-Fi typically pass.
StrictSame scoring engine as Moderate but with a higher threshold. Requires multiple corroborating signals. Returning visitors on a new browser usually stay claimed-only until they fill another form or arrive via a CRM-tracked link.
RegulatedScore-based verification is disabled entirely. Only direct triggers verify a session — form on this device, CRM-tracked landing, returning known device, first-ever profile, or inbound caller-id (if enabled). Use this for healthcare, finance, or any tenant where false-positive verification is unacceptable.

For a deeper explanation of what counts as a direct trigger and how the score is calculated, see Identity Verification.

Trust Inbound Caller-ID​

When a visitor places an inbound voice call from a phone number that matches a known Person, this toggle decides whether that match counts as a verification trigger.

  • On — Matching caller-id is treated as direct verification.
  • Off — Caller-id is ignored for verification purposes. Use this if caller-id spoofing is a concern for your business.

AI Agent Context Sections​

When the Identity Graph builds the prompt for an AI agent, it can include up to ten sections of visitor context. You can selectively turn sections off to keep the prompt focused on what matters most for your use case.

If you leave every section unchecked, all of them are included. Check at least one to switch to explicit selection mode.

SectionWhat it includes
IdentityName, email, phone, company, location
Company InsightsDomain, revenue, employee count from CRM/enrichment data
EngagementLead score, total sessions, total pages viewed
Current SessionPage they're on right now, traffic source
Recent PagesLast several pages visited this session
Past ConversationsShort summaries of prior chats and calls
Behavioral SignalsHigh-intent pages, products searched, bookings made
CRM StateHubSpot or GoHighLevel lifecycle stage, deals, tags, notes
Form ResponsesAnswers to custom form fields
Extracted FactsAI-distilled insights from past conversations ("decision-maker", "budget under $5k")
tip

Most companies leave all sections enabled. The most common reason to turn one off is privacy — for example, hiding the CRM State section if you don't want AI agents referencing pipeline information in conversation.

Custom Instructions​

A free-text field that gets prepended to the context block before it's sent to the AI agent. Use it to guide how agents should use the data.

Examples:

  • "Focus on the visitor's past objections and budget when replying."
  • "Use the visitor's name naturally. Don't reference the CRM stage by name."
  • "If the visitor is a returning customer, skip introductions and jump straight to support."

This applies to all AI agents (Chat, Call, Auto-Connect) that receive Identity Graph context for this company.

Limits​

The Identity Graph can include a large amount of history for a returning visitor. These limits cap how much of that history is sent to the AI on any single conversation. Lower values keep the prompt focused; higher values give the AI more context to work with.

LimitDefaultRangeDescription
Max Recent Pages51–20How many of the visitor's most recent pages to include
Max Past Conversations51–20How many prior chat/call summaries to include
Max Extracted Facts151–50How many AI-distilled facts to include
note

These limits affect what AI agents see — not what's stored. The full history remains on the Person Profile for you to view manually.

Saving Changes​

Click Save Changes at the top of the page. The settings take effect on new conversations within about a minute. Conversations that are already in progress use the configuration that was in effect when they started.