Verify your Contacts’ identity

When a person is signed in to your site or app, your App gives the chat their user ID, the one from your own database. The Contact becomes a Verified Contact, with the same conversation on each of their devices. There is no secret and no server code.

1. As soon as the person is signed in on your side, pass the chat their user ID, with their name and email.
2. The first device that gives this ID joins the Verified Contact at once. What it wrote before signing in joins their conversation.
3. Another device that gives the same ID first chats as a Contact of its own, with the Not verified badge. The chat offers it “Get the code”: a 6-digit code goes to the Contact’s saved email. Once the code is entered, the device joins their conversation. A code works for 10 minutes, 5 tries, on that device only, and 3 codes at most per hour.
4. When the person signs out, your App tells the chat: the device starts over with a new anonymous conversation.

What your App sends

• id: the person’s ID on your side, as text or a number, 200 characters at most. Required.
• name and email: the name and email shown to your team. Optional, but with no email no code can be sent: each other device keeps its own conversation, and what the person wrote without signing in stays apart.
• phone and language: the person’s phone and language, for example pt-BR. Optional.

A conversation written before signing in

A person writes to you without signing in and leaves their email in the chat, then your App names them on another device with the same email. Nothing merges on the email alone: the chat offers a code sent to that address.

• On the signed-in device, the chat shows “Wrote to us before signing in?”. Once the code is entered, every anonymous conversation that gave this email joins theirs.
• The other way round, an anonymous device that gives a Verified Contact’s email sees “Chatted with us on another device?”. Once the code is entered, it joins that Contact and its messages join their conversation.
• The device whose conversation moved does not join the Verified Contact: the chat offers it the code on its next visit.
• “Not me” turns the offer down on that device for good.
• Two Verified Contacts with the same email are never merged. An anonymous device that gives that email is offered nothing.
• A device that gave a user ID only gets that ID’s code.

For your developers

• The site or app code, for each SDK: Documentation > Verify identity and Sign out.
• A website and a mobile app of the same product are one App, with one key: the same ID there is the same person, with one conversation.

Pass the ID only once the person is signed in on your side: the first device that gives an ID joins that Contact without a code. A detail that does not fit, such as a mistyped email, is left out with a warning in the browser console.