Authentication
Voice Agents can authenticate callers or patients before accessing sensitive information or performing protected actions. From the UI:
Supported Authentication Methods
- Caller ID matching
- Member ID / Date of Birth collection
- PIN or passphrase prompts
- Custom workflow-based verification
Enabling Authentication
Under Agent Settings → Authentication, toggle authentication on, and configure:- Data fields to collect
- Failure handling
- Retry rules
- Escalation logic
Best Practices
- Keep authentication simple and familiar
- Avoid collecting unnecessary PHI
- Always log authentication results for audit