Email verification with a One-Time Password (OTP) ensures that a customer has access to their email before an action is executed.
Note: This feature is currently in closed beta and only works for actions triggered:
From a Workflow directly, or
By Fin (via Simple Setup, or Fin Tasks, or Workflows).
How it works
If OTP for an action is enabled, Fin will send a one-time password to the customer’s email and require them to enter it before executing the action or performing a task.
When an action requiring email verification is triggered, the customer receives an email with a 6-digit verification code.
They must enter this code in the conversation to proceed.
If the code is correct, the action is executed.
The customer has 3 attempts to enter the code. After three failed attempts, the action will fail.
Note:
If multiple actions are triggered for the same user, they will only need to verify their email once within a 30-minute window. After entering a valid OTP, subsequent actions during this period will not require a new code.
OTP is valid for 10 minutes.
If a lead or user does not have an email, the action will not be executed. To ensure verification in such cases, we recommend collecting the user’s email beforehand through a workflow.
If email has changed between asking for different actions. OTP code will be asked again before the next action.
We verify the OTP first, then recheck the email before execution. If it has changed, verification fails.
OTP cannot be enabled for actions used in background workflows. To enable it, remove this action from background workflows or convert them to customer-facing workflows.
How to enable email verification for actions with OTP
Select the action you want to enable email verification for.
In the Security Settings section, toggle on "Email verification".
Click Save and set live.
Before enabling email verification, we recommend setting up a custom domain for your workspace, that will also be used for sending OTP codes. To do this, go to
Note:
If you don’t have a custom domain set up, the OTP codes will be sent from your Intercom temporary email address. As this feature is currently in beta, you may experience delays in code deliverability when using temporary addresses. We recommend setting up a custom domain to ensure optimal performance.
This beta does not support multi-brand. If you have multiple custom domains in your workspace, the first one in the list will be used for sending OTP codes.
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