Before your AI Voice Agent does something sensitive, like cancelling an order or issuing a refund, it can confirm the caller is who they say they are. It texts a one-time code to the caller's phone and asks them to read it back.

Note: Caller verification is currently available with Shopify AI Actions.

Is there anything to set up?

No. Verification is built into the actions that need it. Today, these are the Shopify actions Find Customer by Phone (Verified) and Find Orders by Phone (Verified). There's no separate verification action to add to your agent.

For the full list of Shopify actions, please see Shopify AI Actions: what your AI Voice Agent can do.

Note: Coming later: a setting in AI Actions to require verification on other actions you choose.

What the caller experiences

  1. The agent asks for the caller's phone number.
  2. The caller receives a text with a one-time code.
  3. The caller reads the code back to the agent.
  4. Once the code is accepted, the agent continues with the request.

The caller only verifies once per call. The verification lasts for the rest of the call, up to one hour, and covers every protected action in that time. After one hour, the agent asks the caller to verify again.

Good to know

  • The code didn't arrive: the caller can ask for a new code. They can request up to 3 codes in 10 minutes.
  • Wrong code: the caller can try again. After too many wrong codes, that code stops working and they need a new one.
  • Which number: the caller must use the phone number on their customer record. The agent can only look up records for the number they verified.
  • Text only, for now: codes are sent by SMS. Verification by email is coming soon.
Important: Aircall never stores the code. Because the caller reads it aloud, it can appear in call recordings and transcripts.