Overview
The Account Verification feature offers a streamlined process for confirming a customer’s identity. It provides a clear record of actions taken while the account is verified or unverified, enhancing transparency and accountability. This feature upholds best security practices and complies with regulatory standards, all through an intuitive user interface that can be mastered quickly.
Getting Started
To begin using the Account Verification feature, follow these steps:
- Request the account verification feature to gaiia (support@gaiiia.com). Once the feature is enabled, you can assign permissions within the
Accounts
permissions group.- Grant the
Edit
permission to allow users to verify an account. - Grant the
View
permission to let users only view the verification status.
- Grant the
- Customize the Account Verification email and SMS templates in the
System Communications
page of the Admin Settings to meet legal and branding requirements. - Once configurations are complete, you're ready to verify accounts.
Steps to Verify an Account During a Support Session
Check the account’s verification status
The verification status is displayed at the top-right corner of the account page:
- Unverified accounts: Verification button appears grey.
-
Verified accounts: Verification button appears blue.
Begin the verification process
- Click the grey verification button on an unverified account.
- Choose to send a 6-digit PIN via email or SMS to the account's primary contact. SMS is available only if the organization has SMS notifications enabled.
Verify the customer’s PIN
Once the customer provides the 6-digit PIN:
- Enter the PIN into the modal and click
Verify PIN
. - If the PIN is incorrect, re-enter it or restart the process.
- If the PIN is correct, you will receive a confirmation and can proceed to take action on the account.
The PIN expires in 10 minutes, after which a new PIN must be sent
Continuing an Existing Support Session
If the verification status expires (after 1 hour) during a session, you can extend the session by confirming that you're still interacting with the same individual.
Monitoring Account Activity
An activity log is automatically created when an account is verified or loses its verified status. These logs are available in the account’s Activity
tab, offering a clear record of the actions taken while in either state.