Verify a caller’s identity over the phone

When your team handles sensitive requests over the phone — account changes, payments, anything that requires trust — you need to know the caller is who they say they are. Until now there was no built-in way to confirm that, so teams fell back on manual security questions.

You can now add a Verify phone with OTP step to any phone workflow. Intercom texts the caller a one-time passcode, they enter it during the call, and the workflow routes them based on the result — verified callers go straight to an agent, everyone else routes to voicemail or a follow-up path.

Callers on a landline who can't receive a text are verified by email instead, on the same call — so no one gets stuck.