Omnichannel for Customer Service – OTP
The article discusses how to enable a one-time password (OTP) process within Omnichannel for Customer Service. The author suggests generating a one-time password that is sent to the customer in a text message, which the agent can then ask the customer to confirm. The article assumes the reader already knows how to embed a canvas app into their customer service workspace and send an outbound SMS using Omnichannel for Customer Service. The author provides a video demonstration of the final solution and explains how they extended their existing canvas app to include OTP capability.
Article 21m
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