Skip to main content

​
Verify

Verify confirms that the person you’re talking to is actually who they claim to be before Thread exposes any existing ticket details to them. It’s a one-time-passcode (OTP) challenge, sent by SMS or email, that a technician or an AI agent can trigger when identity matters — for example, before letting a caller look up or update a ticket by phone.
Voice AI’s Voice Shield is the main consumer of Verify today: a verified caller can look up or update a referenced existing ticket, while an unverified caller’s request is captured without exposing any ticket details.

​
Where to find it

Verify lives in Inbox actions list, with a dedicated action button for triggering a challenge from a ticket.

​
The verification activity table

Every challenge is logged in a verification activity table you can review per ticket or per contact. Each entry captures:
  • Device and IP of the person completing the challenge
  • Contact email associated with the challenge
  • Delivery status — including the specific failure reason when an SMS challenge doesn’t go through, instead of just a generic failure
  • Verification stats summarizing outcomes across challenges

​
OTP delivery

  • SMS-delivered OTP challenges track Twilio delivery status per challenge.
  • Email-delivered OTP challenges support your custom branding, so the verification email matches the rest of your partner-branded communications instead of looking generic.

​
Caller ID verification extensions

If your workspace uses phone-extension-based caller ID verification, extensions support up to 128 characters.
If a verification challenge is failing, check the activity table’s delivery status first — a specific SMS failure reason (rather than a generic failure) is usually enough to tell you whether the issue is on the carrier side or the number itself.

Related topics

Voice AI FAQVoice Shield: Safer Existing-Ticket HandlingBitLocker Key Retrieval