> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Personalize Experience for New and Returning Users

<Badge icon="arrow-left" color="gray">[Back to How-to Guides](/ai-for-service/automation/how-tos/guide)</Badge>

Each channel provides a unique user identity—such as a Twitter handle, Facebook ID, email address, phone number, or customer ID. The platform maps these identities to a consistent internal user record for each AI Agent.

When a conversation starts, the platform checks whether the channel-provided identity matches a previous user for that AI Agent:

* **Match found** — The user is marked as returning: `{{context.BotUserSession.isReturningUser}}` is set to `true`.
* **No match** — The user is marked as new.

Use the `isReturningUser` flag to implement different business logic for new versus returning users.

***