Configure Identity Verification in Live Experience

You configure identity verification using the Live Experience Admin Console.

Whether you are using the default scenario or one you've created, note the following particularities about the engagement scenario that uses the identity verification service.

Unlike other types of engagement scenarios in your mobile apps that start with your customer tapping on the Live Experience widget, the identity-verification engagement starts immediately when the page or view containing the engagement scenario opens.

To enable the identity verification service on an engagement scenario, you turn on Enable ID Verification. When Enable ID Verification is turned on, other fields and buttons are automatically modified. Enable Short Code and Enable Meeting are turned off because they don't work with the identity verification service. If you try to turn either of these buttons back on, Enable ID Verification gets turned off. The End User section is disabled and uneditable. This is because the identity verification service is a preconfigured video engagement that starts automatically without the customer clicking or tapping on the widget.

1. From the Admin Console navigation menu, select Applications.
2. On the Applications page, select your application, then select the ID Verification tab.
3. Select the identity service provider with whom you have an account, and enter the requested account details.
   In-channel video identity verification is now available for you to use.
4. Set up an engagement scenario to use the identity verification service.

   To help you and to make development easier, there is already a default engagement scenario called "Know_Your_Customer" for this exact purpose. You can either modify the Know_Your_Customer scenario to meet your needs, modify one of your existing engagement scenarios to use the identity verification service, or create a new engagement scenario. See Overview of Engagement Scenarios.

5. Optionally, you can use the Call Type context attribute to create routing rules for when the Call Type is SMS. See How You Use Skills to Route Your Customers to the Right Team for more information about setting up routing rules.