Verifying on a phone call

A caller can verify with their national eID during a live call. The assistant stays on the line, the approval appears in the caller’s own eID app, and the caller approves there. The whole exchange happens between the call and the app: the caller stays on the phone from start to finish, and the browser plays no part.

Today this runs with Danish MitID. The National eID tab under Settings, then Verification states per country whether the method runs, and its readiness line is the authority for your workspace.

What it needs

• A working phone-number lookup. The caller is matched to your customer record either through what they ask about or through the number they call from, so the From a phone number row under Settings, then Customer records has to be working. See Finding your customers.
• The identifier on the record. The approval is addressed from your own record, through the The eID reference on the record row or, where your broker addresses customers by it, the A national identity number row.
• A configured country. A Denmark row on the National eID tab, with broker credentials stored and the row switched on. The full setup is described in Verifying with a national eID.
• National eID switched on for the voice channel. On the Channels tab, click Customise on the voice channel and tick National eID.

What the caller experiences

1. The caller asks about something that touches their account, such as an order or an invoice.
2. The assistant finds the matching record in your own system, asks the caller to open their MitID app, and stays on the line while they do.
3. The approval appears in the app, showing the message you configured and the provider name, so the caller can see the request belongs to the call they are on.
4. The caller approves the way they always do in MitID, and the call carries on where it left off, with the request now unlocked at high assurance.

The caller’s part is the approval in the app, and that is the whole of it. The identifier that addresses the approval is read from your own record at that moment and relayed straight to the scheme, so the caller keeps their personal details off the call: they read nothing aloud and type nothing on the keypad, and the number stays out of the transcript entirely.

The approval arrives in the MitID app, so the caller needs that app on their phone. A caller who uses a code display instead approves elsewhere, as described below.

When the caller cannot approve

Verification on the call continues with the other methods you have enabled on the voice channel, in every case where the app approval is out of reach:

• The caller uses a MitID code display rather than the app.
• The caller declines the approval, or the approval lapses before they act on it.
• Your record holds an identifier the broker is unable to address.

In each case the assistant carries on with Questions and, where you have enabled it, the Email link, exactly as it would on a call where National eID is switched off. The attempt is recorded in Identity events, so you can see which method verified each caller and why.