Create an identity

Learn about best practices.

  1. On the left navigation bar, click Synthetic customer builder, and then click Identities.
  2. Click Add.

  3. Specify values for at least the required fields. In some cases, a Generate button is available, so you can use AI to quickly generate a value instead.

    • First name: Enter a name.
    • Last name: Enter a name.
    • Email: Enter an email address.
    • Customer ID: If you're setting up your backend training or CRM system with a fictitious customer record for this identity, enter the corresponding ID.

    • Phone number: Enter a phone number.

      LivePerson can't perform a check to ensure the email or phone number doesn't belong to an actual person, so if your workflows require agents to contact customers via email, SMS, or voice, ensure all contact data is technically valid and monitored by your team.

    • Description: Enter any customer-specific details that the synthetic customer should know and be able to relay to the agent. This info is included in the prompt that's sent to the LLM to guide synthetic customer generation. Examples include preferred nickname (for rapport-building), birthday (for "surprise and delight"), and lead source (referral, social media ad, etc.). Don't specify scenario-specific info in this field; keep those details in the scenario's definition.
    • Tags: Optionally, associate tags with the identity. Tags facilitate rapid filtering and organization, allowing you to quickly identify identities based on specific technical topics, difficulty levels, teams or departments, and more.
  4. Click Save.

Delete an identity

  1. On the left navigation bar, click Synthetic customer builder, and then click Identities.
  2. Highlight the row for the identity that you want to delete, and click the delete icon that appears.
  3. Click Delete.