PIN Users

A PIN is a 6-digit numeric code that an end user uses to identify themselves with Merlin. Each PIN has its own permissions, an optional template, tasks and learned facts.

How does PIN verification work?

Merlin always asks for a PIN before a conversation starts, regardless of the channel:

• Phone: the caller enters the PIN via the keypad or speaks it
• Webcall widget / Desktop app / Android app: the user enters the PIN on screen

After verification, Merlin loads the permissions, template, tasks and learned facts for that PIN. This gives each employee a personalized experience.

Creating a PIN

1. Go to PIN Users in the dashboard
2. Click New PIN
3. Enter a name
4. Choose the permissions (capabilities)
5. Optionally select a template
6. Optional: enable 2FA (SMS or TOTP)

Permissions (capabilities)

Per PIN you set which tools Merlin may use. Permissions are divided into categories:

• Read permissions - View invoices, check calendar, look up CRM contacts
• Write permissions - Create invoices, schedule appointments, create contacts
• High-risk - Process payments, modify contracts, send messages
• Communication - Send email, Teams messages, Slack notifications
• Social media - Post on Instagram, LinkedIn

Permission changes take effect immediately at the next conversation.

Tasks

Tasks are instructions that Merlin receives with every conversation for this PIN user. There are three types:

• Standing instruction (standing) - Permanent instructions that always apply, e.g. "Always ask for the order number" or "Greet the customer by first name". Can have a recurrence (daily, weekly, monthly).
• One-time task (onetime) - Temporary tasks with optional deadline, e.g. "Remind me tomorrow about the quote for client X". Automatically set to 'completed' after fulfillment.
• Workflow - Multi-step actions that automatically invoke multiple tools, e.g. "Create contact in CRM, send welcome email and schedule a follow-up". Workflows use your connected tools in sequence.

Tasks can be created via the dashboard, but also by Merlin itself during a conversation (if the employee requests it).

Learned facts

Merlin automatically learns facts from conversations, such as "Customer X always wants email confirmation". These facts are included as context in subsequent conversations. You can view and delete facts in the dashboard.

2FA per PIN

For extra security you can enable two-factor authentication per PIN:

• SMS: the caller receives an SMS code they must speak aloud
• TOTP: the caller reads a 6-digit code from an authenticator app

This is especially useful for PINs with high-risk write permissions.