Verification runs in three layers, from the staff member signing into the dashboard to the customer asking about an invoice. It is the precondition that makes everything else safe to switch on, and on sensitive lookups it cannot be disabled, by you or by us.
Each one covers a different question about who is on the other end.
Dashboard access is protected by 2FA, with enforcement set centrally rather than left to each person.
A one-time code by SMS or email, issued and checked inside the conversation itself, whichever channel it started on.
Once verified, that state persists for the rest of the exchange, so nobody is asked twice.
Individual agents and individual actions can require verification before they are reachable at all.
Rate limits are on by default, not something you have to remember to configure.
A wrong code three times ends that attempt rather than allowing an unlimited guess.
Caps how fast codes can be requested, which shuts down the cheap way to flood a number.
A caller can start anonymous. The moment they verify, the whole session retro-attaches to their contact, their history loads, and the agent carries on mid-sentence knowing exactly who it is helping. No cold restart, no please call back and verify first.