Omnichannel for Customer Service – OTP

I recently read a post by Joe Gill around setting up one-time passwords (OTP) using a Power Virtual Agent. It got me thinking about other scenarios when we might want to use OTP. In this post I will explore how we might enable an OTP process within Omnichannel for Customer Service.

You can read Joe’s original blog post here.

My idea was for an agent to generate a one-time password. This would be sent to the customer in a text message. The agent would then ask the customer to confirm the code, and this could be validated.

This is an advanced scenario! I will explain the component parts of my solution, but I am assuming you already understand how to embed a canvas app into your customer service workspace. Plus, I’m assuming you already understand how to send an outbound SMS using Omnichannel for Customer Service. Don’t worry if you aren’t 100% sure about these things! As I have blogged about them before.

You can read my post about setting up outbound SMS messages here.
You can read my post (and watch my video) on using a canvas app for a custom search here.

Previously I have shown how we might want to use a canvas app to provide a tailored approach to searching for a customer. Part of that solution included a concept to allow us to verify who the customer was. The verification approach was very simple! With the agent simply asking the customer to confirm their postcode, phone number etc.

Having read Joe’s post on OTP I wondered if I could extent my canvas app to include an option to send a one-time password to the customer. As wouldn’t that be a more effective verification approach???

Below you will find a video which demonstrates my final solution and also explains how I extended my existing canvas app to include my OTP capability.