Components of Identity Verification

Identity verification relies on identity verification objects and identity verification flows. Identity verification also needs one of the three objects—Engagement Interaction, Messaging Session, or Voice Call—along with the Engagement Attendee and Engagement Topic objects.

Identity Verification is built on these objects:

• Identity Verification Process Definition: Links the configuration to the flow.
• Identity Verification Process Detail: Configures search function and sets the minimum number of additional verifying questions.
• Identity Verification Process Field: Sets up verifying questions.

An identity verification process field record looks up to an identity verification process details record. And an identity verification process detail record looks up to an identity verification process definition record. Each process definition record can have multiple related process detail records. Each process detail record can have multiple process field records.

The flow templates derive their configurations from these three identity verification objects. The flow templates are:

• Verify Caller Identity
• Verify Customer Identity Base V2
• Verify Customer Identity V2
• Verify Linked Customer Identity V2

The engagement objects are required with the Verify Customer Identity V2, Verify Customer Identity Base V2, and the Verify Linked Customer Identity V2 flow templates. These objects store details of an interaction between a contact center agent or a customer service representative and a customer or their representative. The engagement objects are:

• Engagement Attendee
• Engagement Interaction
• Engagement Topic

If customers contact over voice calls or messages, then the Voice Call or the Messaging Session object is used instead of Engagement Interaction. The Voice Call object stores details such as the start and end date and time of a call, and the phone number of the user who’s calling. Messaging Session stores details such as the start and end time of a messaging session, the ID of the messaging user, and the type of messaging channel used.