---
schema_version: "1"
id: 0d4b33b2f256e48159da14ff957db3a0ba259d63de67165dcc12aff3eb61f5ec
title: Set Up Token-Based User Verification
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_token_based_user_verification_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 58e7aa0b2b88382e0ff8375b10cb3e3c01d9b845df8fc94f66ba7a8866bececf
description: Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Token-Based User Verification

Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="miaw_token_based_user_verification_setup__d1202e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_token_based_user_verification_setup__d1202e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td>

          </tr>
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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS,
              Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
              Channel</td>

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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81950e95">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81950e95 ">To set up this feature:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81950e95 ">Customize Application</td>

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![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)

Important Token-based user verification is available for a mobile app, an external website, or some Aura sites (Build Your Own Aura, Help Center, and Customer Service templates). When you’re using the Enhanced Chat for In-App SDK for mobile apps, we don’t support verified users alongside unverified users. Your mobile app implementation must be designed for either verified users or unverified users.

## Add Your Keys or Endpoint URL to Create a Keyset

Create a keyset for token-based user verification. Choose whether to create your keyset from an endpoint URL or by manually uploading your keys.

1. From Setup, in the Quick Find box, enter User Verification, and then select **Enhanced Chat User Verification**.
2. To create a Keyset from an Endpoint URL:
    1. Click **New Keyset**.
    2. Name your keyset and indicate the JSON web key issuer. Enter an issuer that matches the `iss` parameter value in the JWT payload.
    3. Under Type, select **Endpoint URL**, and add your JWKS URL Response to the Endpoint URL field. Note the following when creating your URL: 1) The JWKS URL Response must be hosted outside of Salesforce. 2) We support the RS256 and RS512 algorithms. 3) Formatting matters. Here’s an example endpoint format:
        
        ![Example code illustrating an endpoint format.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/messaging_user_verification.png)
    4. Save your changes.
3. To create a keyset by uploading keys:
    1. Click **New Key**.
    2. Name your key and activate it.
    3. Upload your key file.
    4. Save your changes.
    5. Repeat steps a through d until all keys are uploaded.
    6. Click **New Keyset**.
    7. Name your keyset and indicate the JSON web key issuer. Enter an issuer that matches the `iss` parameter value in the JWT payload.
    8. Select **Keys** as the type.
    9. Search for and select each key to add to your keyset.
    10. Save your changes.

## 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.
4. Return to the Messaging Settings related list, and click the name of your messaging channel.
5. Under User Verification, click **New**.
6. Enter a configuration name. To let customers continue the same messaging conversation across channels, add the same configuration name to each channel.
7. Select a keyset.
8. Select **Active**.
9. Save your changes.

## Determine Authorization Token Expiration Time

Control when a messaging session gets renewed by your website or mobile app to continue the conversation.

When user verification is turned off, the field is labeled **Authorization Token Expiration Time for Unverified Users** and it controls the number of minutes until an Enhanced Web Chat session expires. The default value for this field is 360 minutes (6 hours) and you can specify up to 72 hours. Enhanced In-App Chat sessions is automatically renewed by the SDK so this value has a minimal impact on mobile app users.

![Authorization token expiration time for unverified users](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_expiration_unverified_users.png)

When user verification is turned on, the field is labeled **Authorization Token Expiration Time for Verified Users** and it controls how long until Salesforce calls your client API ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/user-verification.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-user-verification.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-user-verification.html)) so that you can either let the session expire, or provide a valid identity token to renew the session. The default value for this field is 60 minutes.

![Authorization token expiration time for verified users](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_expiration_verified_users.png)

## Use the API to Send the Token to Salesforce

From your website or mobile app, use the APIs we provide to send the customer token to Salesforce.

Here's the list of APIs we provide to send a customer token to Salesforce.

- [Web](https://developer.salesforce.com/docs/service/messaging-web/guide/user-verification.html)
- [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-user-verification.html)
- [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-user-verification.html)

#### See Also

- [_Salesforce Help_: Understanding Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_overview.htm&release=264.0.0&type=5 "When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified.")
- [_Salesforce Help_: Troubleshooting User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_troubleshooting.htm&release=264.0.0&type=5 "Use these troubleshooting tips to diagnose issues with User Verification.")
- [_Salesforce Developer Docs_: Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html)
- [_Salesforce Developer Docs_: Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html)