The Omnichannel Verify Chat app is an 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 visitor 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:
From the App Info page, go to the app’s Settings tab.
Modify the following fields as needed:
Protocol: Select the protocol for sending verification codes, Workspace SMTP OTP (send code to email). This means the app verifies the contact’s email address by sending an OTP to them. Your workspace’s SMTP settings must be configured for this to work successfully.
Language: Choose the preferred language for identity verification from the drop-down menu.
Maximum attempts: Specify the maximum number of verification attempts before a code becomes invalid.
Expiration time: Set the token’s expiration time (in seconds).
Welcome message: Set the initial message to greet users during verification.
Handoff message: Define the post-verification message.
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
Verification prompt: When visitors contact your organization through a channel, the app prompts them to verify their identity based on the configured settings (an OTP is sent to the contact’s email address). On successful verification, the contact is marked as Verified on the workspace.
Handling unverified contacts: If visitors do not complete the verification process, they are marked as Unverified on the workspace. If Trusted Contact Management is configured to block unknown/unverified users, such interactions are restricted from the Omnichannel queue. If agents try to join the conversation initiated by an unverified contact, an error is displayed in the workspace. If the block unknown/unverified contacts settings are disabled, agents can either block the unverified users or continue conversations with them.
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.