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Once Call Connect is configured, agents can verify the identity of the person they are speaking with directly from a ServiceNow record. The agent sends a secure verification challenge to the customer’s own device, and the record’s verification status updates automatically as the customer responds.

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Roles

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Where it appears

Customer verification is available on supported record types, including Interaction, Incident, Ticket, and Task records. Two elements surface it on the record:
  • A Start Customer Verification button in the record toolbar, used to launch a verification.
Start Customer Verification button in the ServiceNow record toolbar
  • A read-only Authsignal status field on the record, which shows the current verification state at a glance.
Authsignal verification status field on a ServiceNow record

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The verification flow

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Agent steps (in ServiceNow)

1

Open the customer's record

From the Interaction, Incident, Ticket, or Task, open the record for the customer you are assisting.
2

Click Start Customer Verification

The Authsignal Customer Identity Verification dialog opens.
Authsignal Customer Verification dialog in ServiceNow
3

Choose the delivery method and contact details

Select a method (SMS, Email, WhatsApp, or Slack) and the contact reference to use, for example a personal or work phone number, or a personal or work email address, confirming the displayed details belong to the customer.
4

Click Authenticate to send the challenge

A secure request is sent to the customer, and the record’s Authsignal status moves to Verifying.

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Customer steps (on their device)

1

Receive the secure link

The customer receives a message on the chosen channel containing a secure verification link.
Example of a customer receiving a verification link through WhatsApp
2

Open the approve request page

The link opens an Authsignal-hosted page that describes the request, for example “Verify you are calling the support desk”.
Authsignal-hosted approve request page shown to the customer
3

Review and approve

The customer taps Approve to confirm, or Decline to reject the request.
4

See confirmation

On approval, the customer sees a confirmation message and can close the page.

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Result

The record’s Authsignal status updates in near real time: it becomes Verified when the customer approves, or Failed if the customer declines or the challenge is not completed. The agent proceeds with the request once the status shows Verified. An audit log is included on the record so a timestamped history of verification is available.
Timestamped audit log of a customer verification on a ServiceNow record

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Delivery channels

The agent chooses how the verification challenge reaches the customer. All channels deliver a secure link to the same approve request page.

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Verification status

The Authsignal field on the record reflects the live state of the verification:
The same Start Customer Verification action is available across all supported record types, so agents follow a consistent process regardless of where the request originates. Contact references, such as personal and work phone numbers, are drawn from the customer’s profile mapping, and the agent selects which one to challenge. See custom mapping to configure which fields are offered.