Setting up identity verification

Identity verification controls when the assistant is willing to share personal account information with a customer and when it asks that person to prove who they are first. It ships with every workspace and is never billed separately.

This page takes an operator from “no verification configured” to a first verification in three steps.

Before you start: find your customers

Verification asks a customer to prove they are a specific customer of yours, so oHallo has to be able to find that person in your systems first. Set up Settings → Customer records before this page: see Finding your customers. Without it there is no record to verify the customer against and nowhere to send a verification link. National eID reads more on the same page: the customer’s CPR number or MitID UUID under Verifying with MitID, and the fields with the phone number and the email address on the tools under Finding customers.

What you’ll set up

1. National eID, where offered: the customer approves in their own MitID or BankID app, and by default a completed approval verifies them at high assurance on its own.
2. The email link, a one-time link sent to the address held on the customer’s own record: the customer presses Confirm it’s me on the page the link opens.
3. The methods on each channel, and the Lockout duration, the period over which each customer’s verification requests are limited.
4. A required assurance level on each MCP tool, so a tool that returns personal data waits for a verified customer.

Step 1: Set up National eID and the email link

Open Settings, then Verification.

The National eID tab lets customers verify in their own eID app. Choose Add connection to offer MitID or BankID; each connection carries its own provider agreement and credentials, and its row shows a readiness line saying what runs: the app approval, the verification link, or what is still needed. National eID reads the customer’s CPR number or MitID UUID from your own system, as set up under Customer records, and it runs on voice and live chat channels and on email channels set up to receive mail directly: turn it on per channel on the Channels tab under Customise. In live chat the verification arrives as a button in the conversation itself. The full method is described in Verifying with a national eID.

The switch beside the tab’s introduction turns National eID on or off for the whole workspace. Switched off, it asks no customer to verify on any channel, a National eID verification already given in an open conversation stops counting, and your connections and each channel’s choice stay as they are for when you switch it on again. While it is on, the Policy section under the connections holds three settings:

• A verification counts as: high-assurance, the default, or identified. At identified no channel reaches high-assurance, and a line under the setting counts the tools that need it.
• What one verification covers: Everything the customer asks in the conversation, the default, where one approval covers everything the customer asks in that conversation for as long as it counts, changes that cannot be undone included, and the approval request says so; or Reading, with each change approved on its own.
• After the customer declines: Hand the conversation to your team, the default, or Let the customer verify another way with the other methods on the channel.

The Email link tab holds the mechanism itself: whether it is on, how long a link stays valid, and which channel it is sent from. The destination is always the address on the customer’s own record, set in Settings → Customer records.

Step 2: Choose the methods on each channel

Open the Channels tab. Each channel lists the methods it uses, and a channel with none reads Needs a method. Choose Customise on a channel to turn National eID and the email link on or off there.

Caller ID on a voice channel and Email sender address on an email channel are set in the same panel: Off, or Identifies the customer, which lets the signal identify the customer by itself. Caller ID reads the calling number as the call carries it, and identifies the customer your system holds that number for. When the workspace’s National eID connections do not name a single country, a call from the number your system holds for a customer gives them their own data only when that number starts with + or 00 and the country code. The Posture tab records that choice. Neither reaches high assurance, whatever you set. The email sender address identifies the customer on email channels set up to receive mail directly.

Below the channels, the Policy section holds Lockout duration: within this time each customer gets at most three eID app approvals, three eID verification links in live chat, three eID verification links by email and three email links. The default is 24 hours.

Channel changes save in the Customise panel, and each National eID connection in its own panel. The National eID tab’s switch and Policy, the Email link tab and the Channels tab’s Policy section save with the Save button at the foot of the page.

Step 3: Set per-tool assurance levels

Open MCP hub from the sidebar, then your connection. Each row in the Tools table carries a Risk and an Assurance setting.

Give every tool a risk classification first, and say whose records it touches under Settings → Customer records. A tool left unclassified, or with no declaration there, is declined on every call, rather than treated as open.

• anonymous: no identification required. The default for tools classified read.
• identified: the customer must be linked to a record before the tool runs. The default for read (PII), write and write (PII).
• high-assurance: the customer completes a National eID approval. The default for destructive tools such as cancellations and refunds.

The Assurance list offers all three levels. A level at or above the default applies when you choose it. A level below the default opens a confirmation panel that states what the change lets a caller do, and applies when you acknowledge it; the row then shows Below default. Hover the control to see the default. The full rules, including the two bounds that hold whatever you choose, are on Assurance levels.

Check it will work

On the Channels tab, under Will a customer be verified?, each channel’s row shows one line per method on it, under the channel’s methods, saying whether it is ready there and what it still needs, one step per line; on a channel with more than one method a Blocked line starts with its method’s name, and where the email link and the sender address need the same step they share one line. The Policy section follows the list. Read it before you go live. A link to this tab, such as the Verification link on the MCP hub and on Customer records, opens it directly. Verification works on voice, email, chat and WhatsApp. Where National eID is turned on for a channel, its line says how the customer verifies there, in their eID app on a call or through a verification link by email and in live chat, and says what is still needed: a setting on the National eID tab, a lookup under Customer records on the connection it names, or, in live chat, a step under Customer records for each tool it names.

On each MCP hub connection page, the Reachable by column lists the methods that reach each tool’s level on your channels, and reads Needs a method when no channel reaches it for that tool; the fix is a method under Settings → Verification, or for National eID the lookups under Customer records on that tool’s connection.

You’re ready

Verification starts the first time the assistant reaches a tool that needs an identified customer. The customer verifies with a method that is on for that channel: where the email link is on, a one-time link goes to the address on their own record, and where National eID is on, they verify with their own national eID. The email that carries the link and the page it opens are in your workspace’s operating language. Every step lands in Identity events, reachable from the Posture tab.

To stop the assistant asking for verification on a particular tool, set that tool’s assurance to anonymous. For a tool classified read that is the default; for any other classification it is a setting below the default, made behind the confirmation panel.