> ## Documentation Index
> Fetch the complete documentation index at: https://help.verbu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Who can use what

> Choose for each action whether anyone can use it, only customers the agent recognises, or only customers who confirmed a code.

Some actions touch one customer's own details: showing a customer's bookings, moving a time or cancelling it. Others touch nobody's: finding free times or telling the opening hours. For each action, you choose who the agent may use it for.

You choose in the same way, whether the action comes from an integration or is a data connector. The agent follows your choice in every conversation, in flows and in skills.

## The four choices

Each channel has its own row of four icons: one for calls, and one for chat, web calls and e-mail. Hold the pointer over an icon to see what it means.

**Anyone.** Anyone in the conversation can use the action. Choose it for actions that do not show or change anything about one customer.

**Recognised.** On a call, the user calls from a number that belongs to one customer in your system. Then the agent knows the customer without asking. On chat the agent cannot recognise a customer yet, so on chat you choose **Verified** instead.

**Verified.** The user confirms a one-time code that the agent sends to the customer's own number. Choose it for actions that change something, or that show something only the customer may see.

**Off.** The agent does not get the action.

## Confirm before calling

Beside each tool there is also an icon for **Confirm before calling**. When it is on, the agent reads the details back to the user, for example "I'll move your time to Tuesday at 9. Is that right?", and uses the tool only after the user says yes. When the user changes something, the agent asks again.

It is on from the start for actions that change something, such as booking, moving or cancelling a time. You can turn it on or off for each tool. Under the name of each tool you can see what it does, for example "Changes data · About one customer".

A data connector has the same choice under **Confirm before calling**. It is off until you turn it on.

## How the agent recognises a customer

The agent recognises a customer when the number the user calls from belongs to exactly one customer in your system. When two customers share a number, for example a person and their company, the agent recognises neither. It then asks for something that tells them apart, for example a licence plate.

When the user starts to talk about another customer in the same conversation, the agent starts over with that customer. A code confirmed for one customer never opens another customer's details.

## When the agent may not

When the user does not have the level an action needs, the agent does not use it. When a code can help, the agent offers to send one. When a code cannot help, for example because the customer has no number on file, the agent offers to pass a message to you. It does not ask for a code again and again.

Each time the agent stops an action, the conversation shows it: the level the action needed, and the level the conversation had.

What the agent knows about a customer at the start of a call follows the same choices. When a recognised customer may not see their bookings, the agent is not told them before the call starts either.

## Data connectors and the customer's own details

A data connector can use the customer's own details in the request: `{{customer.id}}`, `{{customer.phone}}` and `{{customer.email}}`. The agent fills them with the customer the conversation found. The agent cannot write another value. When no customer is found yet, the agent does not make the request.

When a data connector is set to **Anyone** and takes a phone number or an e-mail address as input, a user can look up another person by typing their number. Use `{{customer.phone}}` instead, and choose **Recognised** on calls.

## Where you choose

* **Integrations:** Open the integration on the agent. Under **During the conversation**, each action has its choice.
* **Data connectors:** Open the data connector. The choice is under **Who can use this?**.

The choice applies to the agent that has the integration or the data connector. You can see it on the tool's row in the agent's tools and on each skill.


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