Manage authentication settings
Often, it can be beneficial for representatives who are working with customers to be able to identify who the person is. Organizations can create authentication settings to validate a signed-in customer from a domain and extract information about them. By creating authentication settings, you can differentiate your anonymous customers from authenticated customers. This differentiation would allow you to create rules based on information from the customer. For example, an organization might create separate queues for anonymous customers and authenticated customers. When someone is authenticated, you'll naturally have more information about them. Moreover, because you have more information about them, you can prioritize them based on specific variables, such as a shopping cart value or a privileged status.
After you create an authentication settings record, you'll need to add it to a channel instance within a workstream's channel setup to make it work. Authentication is supported for chat and Apple Messages for Business channels.
The representative gets a notification in the Conversation summary section whether the customer is authenticated or not. The Authenticated field is set to Yes or No based on the authentication of the customer. For more information, see Conversation summary.
Prerequisites
Before completing the following tasks, make sure that you meet the following prerequisites:
Your organization has working knowledge of OAuth 2.0 and JSON Web Tokens (JWTs).
You have permissions on the secure columns. For more information, see Configure permissions to access secure columns.
Create an authentication setting record for Apple Messages for Business
You can define authentication settings in the Customer Service admin center app. Under the Customer Support section, select Customer settings and then select Manage for Authentication settings. A list of existing authentication settings will show. Select New authentication setting, and on the Add authentication setting page, provide the following details:
Name - Specify a name for the item.
Channel Type - Set this option to Apple Messages for Business.
On the Details page, provide the following information:
Client ID - Provide the OAuth 2.0 Client Identifier that's issued by an authorization server.
Client secret - Enter the client secret, which authenticates requests that are sent to an authorization server.
Scope - Each scope that's added will specify which pieces of user data you've requested from the customer. The scope content must exactly match scopes that are available through your service provider.
Decrypted token URL - Endpoint where the OAuth 2.0 API can retrieve the customer information that's requested in the scope.
On the Additional details page, you can optionally define an access token expiry time, in seconds. The default expiry time is one hour. After the specified time, the Authenticated field in the Customer summary section of a previously authenticated conversation will change to No.
On the Rich messages page, you can specify rich messages that you want to associate with this authentication setting.
Add authentication to an Apple Messages for Business channel
After your authentication setting has been created, you'll need to associate it with an Apple Messages for Business channel. To do so, open the workstream that contains the channel instance to which you want to add authentication. On the Behaviors page of the channel settings, go to Authentication settings, enable the capability, and then select the correct setting from the dropdown menu.
For more information, see Configure an Apple Messages for Business channel.