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Verify a Customer and Their Representative
Verify a customer’s identity before processing their requests involving sensitive information, and store details about the interaction. If an engagement is about someone other than the customer, you can perform verification for both people.
When you accept a call over Open CTI or Omni-Channel, an engagement interaction or a voice call record page opens. When you accept an incoming message, a messaging session record page opens. If a customer or their representative is calling or messaging from a registered phone number, the Initiating Attendee field on the record page is auto-populated. If a customer or their representative initiates an in-person engagement, you must create an Engagement Interaction record and then you can verify their identity.
- From the App Launcher, find and select Engagement Interactions.
- Click New.
- Enter the initiating attendee. This is the account or the contact for the customer who initiated the engagement. If the customer is new, create a lead record.
- Enter the start date and time for the engagement.
- Select the channel of communication.
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Click Save.
Note If the engagement is initiated over Open CTI or Omni-Channel, directly start with the next step. -
Talk to or chat with the customer or the representative to understand the purpose of the
engagement, then select a reason and click Next.
If the engagement isn't related to confidential information, there's no need to verify the customer or the representative’s identity. Process the customer’s request.
-
Select who the engagement is about and click Next.
If the engagement is about the customer, verify their identity. If verification succeeds, process their request. If the engagement is about someone else, you have to first verify the identity of the representative. If verification succeeds, you have to verify the identity of the customer the initiating attendee is authorized to represent. Only when the second-level verification succeeds, process the representative’s request.
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Select the search type, search for the customer using keywords or available fields, and
click Next.
The search type menu enables you to specify which data is to be searched.Note If the engagement is about someone else, you have to search for the person initiating the engagement even if their number was registered.
- Select the relevant search result and click Next.
-
Ask questions to verify the required and additional information. Mark the fields as
answered by the customer or their representative by clicking either
or 
.
For example, your verification process could require asking a person’s account name, birthdate, and driver's license number. Your admin configures the questions. Verification succeeds only if the person correctly answers all the questions in the required information section and the required number of questions in the additional information section. If the engagement is about the customer, verification ends here. Upon successful verification, process their request. If the engagement is about someone else, you now must verify the identity of the person the engagement is about. - Select the search type, search for the person using keywords or available fields, and click Next.
- Select the relevant search result and click Next.
-
Ask questions to verify the required and additional information. Mark the fields as
answered by the representative by clicking either or .
Verification succeeds only if the customer’s representative correctly answers all the questions related to the customer in the required information section and the required number of questions in the additional information section. If verification succeeds, you’re informed to process the representative’s request and you’re redirected to the relevant record page. In the case of the unidentified representative, depending on whether the verification was successful, the Engagement Interaction record is automatically updated. If verification fails, you’re asked to stop processing the representative’s request.
