Verify Chat

Verify Chat allows you to confirm whether a contact is truly who they claim to be. It is a proprietary app from Rocket.Chat that offers a seamless contact verification experience by using the contact's email as the key identifier. The process resembles a straightforward chat with a bot, guiding users through the verification steps one at a time.

Description:

Configure the two-factor authentication (2FA) to ensure secure communication across any channel. Define how verification dialogues operate, including the language of verification messages and the security measures for handling incorrect OTP entries.

Why does verifying a chat matter?

• Fraud Prevention: Verifying customer identity helps to prevent unauthorized access to sensitive data or systems.
• Compliance: In regulated industries, like finance, verifying identities is essential for meeting legal requirements such as Know Your Customer (KYC) standards.
• Customer satisfaction: Through confirming who you’re talking to, you can improve the overall experience — making sure the right information reaches the right person.
• Efficiency: Your organization can now choose to route only verified contacts to support queues, freeing agents from unwanted or potentially fraudulent requests.

Goes to Settings > Email > SMTP to ensure the feature to send the OTP via email is enabled.

Block unverified contacts from Omnichannel > Security and Privacy