Visitor email verification
How a visitor proves their email address in the chat with a six-digit one-time code, which personal features that unlocks, and why it is never forced.
Chats start anonymous. A visitor can prove an email address with a one-time code sent to that inbox, which unlocks the personal features listed below. Verification is never forced; the agent can suggest it when it would help.
How a visitor verifies
Tap the shield icon in the chat header
The icon reads "Verify your email". It opens a screen titled Confirm it's you.
Enter the email and request a code
The visitor types the address and taps Email me a code. We send a message with a six-digit code and the subject "<code> is your verification code".
Enter the code
The visitor types the code and taps Verify. On success the screen reads Your email is verified and the shield turns green with the title "Email verified".
The rules
- Codes are six digits and expire after 10 minutes.
- A code allows 5 attempts. After that the visitor requests a new one.
- Resend code has a 60-second cooldown.
- Codes are stored only as a hash tied to the visitor's session, and the email is attached to the session only once the code is confirmed.
- Verification belongs to the session, which lasts 24 hours. A returning visitor verifies again in a new session.
Visitors who type a wrong or expired code see plain messages such as "That code is incorrect. Please try again." or "That code has expired. Request a new one."
What verification unlocks
| Feature | Without verification | With verification |
|---|---|---|
| Meeting memory | Never shown | The agent may recall this person's past meetings with your team |
| Appointment booking | The agent asks for a name and email | Booked with the verified email and name automatically |
| Transcript by email | After a resolved conversation the visitor sees "Verify your email to get a copy of this conversation" | An Email me this conversation button sends the transcript to the verified address, subject "Your conversation with <workspace>" |
| Shield icon in the chat header | Grey, "Verify your email" | Green, "Email verified" |
Integration actions such as looking up an order or a subscription by email are not gated by verification; the agent collects the email in the conversation like any other input. The agent is not told whether a visitor has verified. A line in the action's "when to use" description such as "only use this after the visitor has verified their email" makes the agent ask for the code, but it cannot confirm the visitor finished. If a lookup needs proof of identity, limit its response fields to what anyone who knows the email may see, or leave that request to your team.
For your team
A verified email is visible on the conversation in the team inbox, so a colleague who takes over knows who they are talking to. It also creates or updates a row on the Contacts page with the source "Verified email".
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