> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Verify: End-User Identity Verification

> Confirm end-user identity with an OTP challenge in Thread Inbox before exposing ticket details, view the activity log, and connect it to Voice Shield.

## **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.

<Note>
  Voice AI's [Voice Shield](/ai-agents/voice-ai-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.
</Note>

### **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**.

<Tip>
  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.
</Tip>


## Related topics

- [Voice AI FAQ](/ai-agents/voice-ai-faq.md)
- [Voice Shield: Safer Existing-Ticket Handling](/ai-agents/voice-ai-voice-shield.md)
- [BitLocker Key Retrieval](/skill-library/m365-administration/bitlocker-key-retrieval.md)