Configure and Use Identity Verification in Public Sector

Before sharing benefit details or other sensitive and private information with a constituent, make sure that Public Sector representatives confirm who they're talking to. With Identity Verification, use a flow to verify the identity of individuals who initiate an engagement in person, though a phone call, over Open CTI, or by using a messaging session. Agents can even verify the identity of an authorized representative, such as a constituent's spouse or legal guardian.

By default, agents can verify a constituent or their representative’s account name, birth date, phone number, and postal code. You can also customize identity verification flows with your own processes and questions. Add the flow to engagement interaction or voice call record pages, or to the utility bar of one of the Public Sector Lightning apps, so agents can start it easily from wherever they're working. Every verification generates an engagement interaction record, which is used to create an audit trail.