How the agent verifies customers, and who can call it

When the agent shares personal information, it should first make sure who it is talking to. You can also decide who may call it at all.

How do I turn on verification by code?

1. On the agent page click "Configure" and choose "Actions & permissions"

2. In the "Verification & Validation" group turn on the action that sends a code by SMS and the action that checks it

   The agent texts the customer a code, the customer reads it out on the call, and the agent checks it.

3. Click "Save changes"

4. Write in the script when to verify

   For example: before sharing details about an order, verify the customer with a code.

How does the agent check that a detail is valid?

In the same group, turn on the action that validates a value. The agent checks an ID number, a phone number or an email the customer said, and asks them to repeat it slowly if it is wrong.

How do I limit who can call the agent?

On the agent's "Inbound calls" screen, under "Who can call this number":

• "Specific callers only": only numbers you added with "Add allowed caller" can call.
• "Blocked callers": a number you added with "Add blocked caller" does not reach the agent.
• "Block unidentified calls": a call from a withheld number does not reach the agent.

See also: how to turn on inbound calls and what the agent may do on a call.