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How to use Mira to manage identities

Use Mira to create, search, and manage identities and identity groups.

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Written by Harriet Christie

Summary

Mira is MirrorWeb Insight's AI, and you work with it through its chat assistant — you ask in natural language and Mira performs the action. For identities, Mira can "Search, view, create, or update identities (monitored people), and add contacts to identities."

Identities represent the people you monitor, not platform users. Two behaviours are worth knowing up front:

  • Mira always searches for an existing identity before creating one, to avoid duplicates.

  • Phone numbers must always be linked to a specific platform (for example WhatsApp, iMessage, or SMS). If you give Mira a phone number without saying which platform it belongs to, Mira will ask you which platform it is for before proceeding.

Prerequisites

  • Login credentials to MirrorWeb Insight

  • The Mira chat assistant enabled for your organisation

  • To view identities: the /identity/read permission. To create or update identities, or add contacts: the /identity/write permission

Step-by-Step Instructions

Step 1: Open the Mira chat assistant

Select the chat icon in the top navigation bar (tooltip "Toggle chat"). The chat opens with "How can I help?" and an Identities suggestion, whose prompt is "Help me manage monitored identities".

Opening the Mira chat assistant

Step 2: Search for an existing identity

Ask Mira to find someone, for example "Find the identity for Jordan Lee". Mira searches existing identities first. Names are auto-split into first and last name. This search-first step is how Mira avoids creating duplicate records.

Asking Mira to search for an identity

Step 3: Create or update an identity

If no match exists, ask Mira to create the identity, for example "Create an identity for Jordan Lee, jordan.lee@example.com". You can also ask Mira to update details on an existing identity.

Asking Mira to create a new identity

Step 4: Add a contact (and specify the platform for phone numbers)

To add a contact, ask for example "Add the phone number +10000000000 to Jordan Lee". Because phone numbers require a platform, Mira will ask which platform the number is for if you have not said. A phone number is never set during creation — Mira adds it as a contact after the identity exists.

Mira asking which platform a phone number belongs to

Notes

  • "People cannot be searched by name alone in communication searches — they need an email, phone, or identity group." This is why linking contacts to an identity matters.

  • If an identity action fails, Mira explains the error and offers a navigation button: creation failures go to the new-identity page, update or contact failures go to that identity's detail page, and general failures go to the identities page.

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