Verify Chat App

The Verify Chat application is an optional identity verification solution designed to enhance security by integrating with the Trusted Contact Management framework. While Trusted Contact Management can function with any compatible identity verification app, Verify Chat offers a seamless, pre-integrated experience for managing secure, cross-channel communication.

This document will guide you through setting up and using the Verify Chat app for identity verification.

Prerequisites

Before using the Verify Chat app, ensure the following steps are completed:

  • Purchase add-on: To acquire the Contact-ID-Verification add-on, you can contact the sales team in one of the following ways:

    • Click the “Unverified” tag on any unverified contact and follow the prompt.

    • Contact the sales team directly.

    This licensed module is available for Enterprise users and unlocks the Trusted Contact Management feature set.

  • Provision the add-on: Once purchased, the add-on must be provisioned to unlock its features

  • Install the app: Access the marketplace to install the Verify Chat app

Configure the app

After installing the app, configure its settings as follows:

  1. From the app info page, navigate to the app’s settings

  2. Adjust the following options as needed:

    1. Protocol: Select the protocol for sending verification codes

    2. Language: Choose the preferred language from the dropdown

    3. Maximum attempts: Specify the maximum number of verification attempts before a code becomes invalid

    4. Expiration time: Set the token’s expiration time (in seconds)

    5. Welcome message: Set the initial message to greet users during verification

    6. Handoff message: Define the post-verification message

    7. OTP code digits: Specify the number of digits in the OTP

Options marked with a red asterisk (*) are mandatory.

How the Verify Chat app Works

  1. Verification prompt: When users contact your organization, the app prompts them to verify their identity based on the configured settings

  2. Handling unverified contacts: Contacts failing verification or without prior identification are marked as unverified. Agents can either block these unverified users or continue conversations with them.

  3. Blocking settings: If Trusted Contact Management is configured to block unknown/unverified users, such interactions are restricted from the Omnichannel queue.

By leveraging the Verify Chat app with Trusted Contact Management, you can enhance your organization's communication security and streamline contact management.

Refer to the Trusted Contact Management documentation for a broader understanding of its capabilities.