customer-identification

name	customer-identification
description	Identify or create customers based on email/phone and retrieve their history. This skill should be used on EVERY incoming message before any other processing. Extracts contact info from message metadata, resolves to unified customer_id, and loads interaction history.

Customer Identification Skill

Trigger

Execute on EVERY incoming message before any other processing.

Workflow

1. Extract Contact Info: Get email or phone from message metadata
2. Identify Customer: Call identify_customer(email, phone)
   • Returns: {"customer_id": "uuid", "is_new": boolean}
3. Load History: Call get_customer_history(customer_id)
   • Returns: Customer profile, plan, tickets, interaction history

Goal

Provide agent with:

• Unified customer_id: Single identifier across all channels
• Merged history: Complete interaction context for personalized responses

Critical Rules

• Never skip: Run on every message, even if customer seems unknown
• At least one identifier: Must have email OR phone (both preferred)
• Use resolved ID: Always use the returned customer_id for all subsequent operations
• New customer handling: If is_new: true, treat as first interaction (no history)

Integration

Message Received
    ↓
[1] customer-identification (THIS SKILL)
    ↓
[2] sentiment-analysis-skill
    ↓
[3] knowledge-retrieval-skill
    ↓
[4] Generate Response
    ↓
[5] escalation-decision
    ↓
[6] channel-adaptation
    ↓
[7] send_response

Example

Input: Message from email="[e-mail]"

Step 1: Extract metadata

email = "[e-mail]"
phone = None

Step 2: Identify customer

identify_customer(email="[e-mail]", phone=None)
→ {"customer_id": "abc-123", "is_new": false}

Step 3: Load history

get_customer_history(customer_id="abc-123")
→ {
    "customer_id": "abc-123",
    "email": "[e-mail]",
    "plan_type": "professional",
    "support_tickets": ["ticket_001", "ticket_002"],
    "interaction_history": [...]
  }

Result: Agent now has full context for personalized response.