You can verify a customer's identity by sending a one-time password (OTP) to their email address directly within your workflows. This ensures a secure experience while keeping the customer within the conversation.
How it works
The Email OTP step sends a 6-digit code to the email address you have on file for a customer. The workflow then waits for the customer to enter that code into the messenger. Depending on whether they enter the correct code, the workflow will follow a success or failure branch.
Setting up the Email OTP step
Open the Workflows visual builder and navigate to the point where you want to add verification.
Click Add step and select Verify email with OTP from the verification steps menu.
Configure the Success and Failure branches:
Email verified, continue workflow: Route the customer here if they enter the correct code.
If verification fails: Route the customer here if they provide the wrong code three times, if they have no email on file, or if the code expires.
The customer experience
When a customer reaches this step in a workflow:
They receive a 6-digit OTP code via email.
The messenger prompts them to enter the code.
They receive clear feedback if the code is successful or if they need to try again.
Troubleshooting and limitations
If a customer is having trouble with the verification step, keep these limits in mind:
Email required: The customer must have a valid email on file. If no email is found, the workflow will immediately follow the failure branch.
Attempt limit: Customers have a maximum of 3 attempts to enter the correct code. After the third failed attempt, the workflow follows the failure branch.
Turn limit: If a customer sends 5 irrelevant responses instead of the 6-digit code, the workflow will fail.
Expiration: OTP codes eventually expire. If a customer takes too long, the system will automatically send a new code.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts