Overview  

The Customer Verification feature enables organizations to verify a customer's identity during a conversation and display an indicator showing that the customer has been successfully verified.

Customer verification can be performed manually or automatically, depending on your organization's implementation. The verification process relies on integration with your organization's Web Services.

Note: Your organization's Web Services integration must be enabled in CommBox before Customer Verification can be configured. Contact your Customer Success manager for assistance with setup.

The duration for which a customer remains verified can be uniquely configured in each communication channel setting. If no specific duration is configured, the default duration defined in the General settings is used.

General Settings

Configure the duration of the customer's verified status.

Time until the expiration of the customer verification (in minutes) – Define how long the customer's verified status remains valid. During this period, a verification indicator is displayed in the conversation.

Channel settings override the time duration configured here.

Knowledge Base Settings

These settings configure the Knowledge Base item agents use to initiate customer verification.

Link title in knowledge base – Enter the title of the Customer Verification item displayed in the Knowledge Base. Agents can select this item from the conversation window to initiate the customer verification process.

Script to run when adding knowledge base link – Enter the script that runs when an agent adds the Customer Verification item from the Knowledge Base. The script is used to initiate your organization's customer verification process and should be configured according to your Web Services implementation.

Click Save to apply the changes.