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Ensuring Secure Customer Interactions: Authenticating Customers via Digital Messaging

In today's digital age, ensuring the security of customer interactions is paramount. As businesses strive to provide seamless service experiences, one critical aspect is authenticating customers, especially when sensitive data is involved. In this blog post, we'll delve into the importance of customer authentication and how it's seamlessly integrated into our Digital Messaging interfaces.

Why Authenticate Customers?

Customer authentication serves as a safeguard, protecting sensitive data and preventing unauthorized access. It's essential for customer service representatives (CSRs) to have confidence in the identity of the individuals they're assisting, whether it's during pre-chat interactions or mid-conversation.

Pre-chat Authentication:

Imagine a scenario where a customer is already logged into our website and initiates a chat session via Digital Messaging. Our system swiftly authenticates the customer, passing their private data securely to Pega Customer Service using the Messaging API. This means our CSRs have immediate access to the customer's account information, streamlining the support process without requiring the customer to re-authenticate.

Mid-chat Authentication:

During an ongoing conversation, if further authentication is needed, our system seamlessly prompts the customer to authenticate by directing them to log in to our client-configured site. This ensures that sensitive information shared during the conversation remains protected.

Configuring Customer Authentication:

To implement robust customer authentication, follow these steps:

  1. Navigate to the Behavior tab of your Digital Messaging interface in App Studio.

  2. Scroll down to the Options section and configure the authorization settings.

  3. Enter the Authentication URL, replacing XXXX with the specific URL for your system.

  4. Set the Authentication token TTL to determine the expiration time for authentication tokens.

  5. Generate an authentication security key to enhance communication security between Pega Customer Service and the custom login page.

Executing Authentication:

Once configured, our CSRs can seamlessly authenticate customers during live interactions:

  1. Log in to the Interaction Portal as a CSR and make yourself available for chat.

  2. Manage queues to receive specific requests and ensure a smooth workflow.

  3. Initiate conversations with customers and trigger service cases as needed.

  4. When authentication is required, request validation through the Pega Customer Service login screen.

  5. Upon successful authentication, return to the Interaction Portal to verify the authenticated status, indicated by a checkmark beside the customer's icon.


Customer authentication is not just a security measure; it's a fundamental aspect of providing trustworthy and efficient customer service. By seamlessly integrating authentication processes into our Digital Messaging interfaces, we prioritize the security and privacy of our customers' data while ensuring a seamless support experience.

-Team Enigma Metaverse

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