We save information about your users and your Agents in an entity that we call a Persona. Each Persona can use different communication channels (Telegram, WhatsApp, phone, email) to talk to other Personas. The NEWO.AI platform recognizes the same Persona regardless of a communication channel it uses. This allows the Platform to keep the continuous and meaningful conversation across different channels.

Communication channels your Personas can use are grouped by types that we call Integrations. Each Integration can have any number of instances that we call Connectors. Connector is a specific instance of an Integration and it differs from other Connectors by its settings. For example, the Twillio integration can have two Connectors with different phone numbers.

For your user's Persona to start talking to your Agent's persona, you need to connect the user to a specific communication channel - a Connector. This combination or a user's Persona and a Connector is what we call an Actor. One Persona (user or Agent) can have any number of Actors.

To create an Actor you need to specify the Integration and the Connector you use. To identify both of these you need to know their idn (identifying names). You can look up the Integration idn on the Integrations page of your Customer Portal. You specify the Connector's idn yourself when you create the Connector.

In most cases you will also want to specify the external_id of a user you create an Actor for. The external id is a way to keep the continuous conversation after your user closes the client application and reopens it again. You need to know whether this is a new user or a returning one to download a conversation history for the later case. Therefore, you need to have some internal way of identifying your users. It can be a unique user login, it internal UUID, phone number, etc.