---
schema_version: "1"
id: 2f39ce2606d5a153b12c6b048842d9e980b15a96aa6d744731cf5b25e3785d13
title: Persist Secure Messaging History Across Multiple Devices with User Verification
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/user_verification.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 822cb688d7d94d19c9f186389aa3bb1494655e32179bbb3f84ffbc8e15dbeb61
description: To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Persist Secure Messaging History Across Multiple Devices with User Verification

To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <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>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="user_verification__d1295e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="user_verification__d1295e335" 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>
        <tr class="">
          <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>

        </tr>
      </tbody>
    </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
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      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d86854e96">User Permissions Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86854e96 ">To set up this feature:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86854e96 ">Customize Application</td>

        </tr>
      </tbody>
    </table>

Add token-based user verification to Enhanced Web Chat on an external site. If you use Enhanced Web Chat on a Salesforce site, choose between token-based user verification or credential-based user verification.

  
| Functionality | token-based | credential-based |
| --- | --- | --- |
| Verify your customer's identity | x | x |
| Show messaging conversation history to a verified user | x | x |
| Send user verification confirmation to an AI agent |   | x |
| Persist messaging conversations across devices | x |   |
| Available in Enhanced Web Chat on an external website | x |   |
| Available in Enhanced Web Chat on a Salesforce site | Some Aura sites including Build Your Own Aura, Help Center, and Customer Service templates | x |
| Available in Enhanced In-App Chat | x |   |

- **[Set Up Credential-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_credential_user_verification_setup.htm&release=264.0.0&type=5)**  
    Credential-based user verification lets authenticated customers view their messaging conversation history when chatting in Enhanced Web Chat on a Salesforce site.
- **[Protect Conversations in Enhanced Chat for Web with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.miaw_recaptcha_verification.htm&release=264.0.0&type=5)**  
    Looking to secure your Enhanced Chat for Web channels from automated threats? Turn on reCAPTCHA v3. With reCAPTCHA verification, only human users can initiate messaging sessions. reCAPTCHA verification enhances protection against spam bots.