Salesforce Docs Portal

Set Up Credential-Based User Verification

Credential-based user verification lets authenticated customers view their messaging conversation history when chatting in Enhanced Web Chat on a Salesforce site.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

If you have a Service agent deployed on a Salesforce site, make sure that your site users have the permissions required for your agent's actions. After you set up credential-based user verification, Service agents run actions as the logged-in site user, not the agent user.

Turn On User Verification

Turn on user verification for Enhanced Chat.

  1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Settings.
  2. In the dropdown for your messaging channel, select Edit.
  3. Select the Add User Verification checkbox. Ignore the Authorization Token Expiration Time for Verified Users box. The token expiration time for credential-based user verification is always 15 minutes until the token automatically renews.
  4. Save your changes.

Add Credential-Based User Verification to your Salesforce Site

Activate user verification in an Experience site with just a few clicks.

  1. Open the Experience Builder.
  2. On the page, click to highlight the Embedded Messaging component.
  3. In the property editor, select Add credential-based user verification.
    Experience Builder property editor for Embedded Messaging with the Add credential-based user verification checkbox selected.
  4. Publish your changes.