# Caller Identification

{% hint style="info" %}
*Use this template when you want to add an additional layer of security to your agent with the **identification and verification** of the caller.* 
{% endhint %}

To use this template, simply choose it from the templates page when you create a new agent. You can then make changes to customize it based on your business needs.

![](https://3877181490-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-L_81A0PNZfdawu_TPAO%2F-Mb29qruY48cT1A3pWcW%2F-Mb2CGJgK_DnMqkAbiI3%2FScreen%20Shot%202021-05-31%20at%2019.14.53.png?alt=media\&token=dacbce92-a4ac-435a-b293-d51a2cb8dae4)

### Flow Overview

#### Step 1 - Starting the Conversation

We start with a *Speak* node introducing the company to the caller. Using the *Speak* node we don't expect any input from the caller in this node. 

#### Step 2 - Collect First Identification Parameter

The *Speak* node is followed by a *Collect Input* node collecting the first identification parameter, e.g. a caller-specific identification number. 

In case we can't collect the ID, the agent will route the call to a live representative. Therefore, the *No Input* and *Missed* tabs are connected to a *Speak* node, notifying the caller that in this case the call is being routed, followed by the *Route Call* action node. 

#### Step 3 - ID Confirmation & Verification

Once the ID is collected, the agent is going to read it out to the caller for confirmation in the following *Collect Input* node. 

The *Conditions* node will classify based on the caller's response. If the ID is correct, the agent will send the ID via the *Webhook* node to the third-party service in order to verify the caller with the CRM. If incorrect, the agent will prompt the caller to give the ID number again.