# Chatbot - Identification using Lead Field

In some Chatbot flows **Chatbot**, it may be necessary to identify a Lead using information already present in the record, such as **CPF, email, phone number or another custom field**.

This identification allows the bot **to locate the contact in the CRM**, personalize the service and use data already recorded in the system.

{% embed url="<https://youtu.be/EKsUw6X2JMc>" %}

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### 📌 When to use this identification

This feature is useful when the flow needs to:

* Identify a **customer already registered** in the system;
* Retrieve existing information from the **Lead profile**;
* Direct the service based on **data already recorded**;
* Avoid duplicate registrations.

Identification examples:

* CPF or CNPJ
* Email
* Phone number
* Enrollment code
* Order number
* Reservation code

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### ⚙️ How to configure in the Chatbot

#### 1️⃣ Ask the user for the information

In the Chatbot flow, use a **Question** block to request the data that will be used for identification.

Example:

> “To locate your record, please provide your CPF.”

Define the response type as needed:

* Text
* Numeric
* Email

Save the answer in a **flow variable**.

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#### 2️⃣ Use the Lead identification action

After collecting the information, add an **Action** block in the flow.

Select the option to **identify or locate Lead** using an existing field.

In the search field, configure:

* **Lead Field:** choose the field that will be used for identification (e.g.: CPF, Email, Phone).
* **Value:** use the variable that stored the user's response.

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#### 3️⃣ Define the flow behavior

After identification, the flow can follow different paths:

**If the Lead is found:**

* Continue the service with the registration data;
* Update the contact information;
* Route to a specific department.

**If the Lead is not found:**

* Request the data to create a new record;
* Route to a manual service;
* Restart the identification attempt.

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### 💡 Best practices

✔ Use **unique**fields, such as CPF or email, to avoid identifying the wrong Lead.

✔ Validate the format of the information whenever possible (e.g.: email field).

✔ Inform the user of the reason for requesting the data to improve the experience.

Example:

> “We need your CPF only to locate your record in the system.


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