Summary
An identity is a monitored person in your organisation. Each identity brings together everything you know about that individual so their communications can be captured, surveilled, and reported on consistently — across every platform and account they use.
Overview
Identities are the foundation of communications surveillance and reporting. By mapping every account a person uses to a single identity, you can search and review that person's activity across platforms in one place, and your internal domains drive how surveillance reports are generated. Without identities, the same person's accounts would be scattered and harder to monitor consistently.
Key Features
A name and a Primary email address — the primary contact email for that person.
An Identity role — one of Staff, Client, Prospect, or Uncategorized — used to classify the person.
A set of Contacts — per-platform account mappings that link an identity to the accounts they use on different communication platforms. Each contact records a Contact type (Email Address, Phone Number, Username, or User ID) and the Platform it belongs to, so messages from that account are attributed to the correct person.
How It Works
Two features build on identities:
Domain settings control which domains contribute to auto-matching activity. As the platform describes them, these domains are also "used as your internal domains when generating communications surveillance reports". When a new corporate email address is detected, the platform proposes a match against your identities so you can confirm it (see How to review pending identity matches).
Identity groups let you organise identities into logical sets for bulk operations and easier management (see How to create and manage identity groups).