[Internal] How do I create a custom Verify workflow for a customer?

Question

How do I change the Verify workflow for a customer?

Answer

The default workflow for Verify is SMS-SMS-TTS, or in the US, it's US short code-US short code-TTS. The reason for this is because SMS and TTS run on different networks so if the SMS portion fails then the TTS portion is more likely to go through. However, some customers prefer to use SMS only. Please note that changing from SMS to TTS will not change the cost for the customer.

We don't recommend that the flow is altered and we have a Zendesk Macro template to inform the customer of this. However, if confirms that they still want to verify through SMS only then you can follow these steps:

You can change things by going to Admin Dashboard > Routing > More > Number Verify > Add Routing Rule > Prefix.

You can always search the default workflow by searching the country prefix. If you search by API key then you can find the specific workflow setup for that account. 

For example, 1 for the US.

 Kindly note that for prefix 1, you should always use the workflow starts with "US - XXX"

If there's a customer that wants to only verify their users via SMS then you will need to create multiple custom workflows (one for the US and one for the rest of the world).

After you go to Admin Dashboard > Routing > More > Number Verify > Add Routing Rule > Prefix.

For the US, input the following information. 

Custom Route 1:

Product: Verify

Account: Customer API Key

Prefix: 1      (This is the country code for U.S. and Canada numbers.)

Network Type: Mobile

Workflow: US - SHORT_CODE-SHORT_CODE

Request Tags: You would normally leave this empty. However if your customer wants to keep the option of being able to verify via TTS still then include the avoid-voice tag.
This will mean that in the API call if they include the parameter &avoid_voice_call=true then the verify will NOT use TTS in the verify. avoid_voice_call=false and TTS will work.

Click Save

Custom Route 1 will only affect the US since the rest of the world we verify via long numbers normally and not short codes.

Custom Route 2:

Product: Verify

Account: Customer API Key

Prefix:       (Keep this empty so it affects all verifies)

Network Type: Mobile

Workflow: SMS-SMS

Click Save 

If you want to drop a specific network such as landlines, then follow the above steps, but select the following:

Admin Dashboard > Routing > More > Number Verify > Add Routing Rule > Prefix.

Product: Verify

Account: Customer API Key

Prefix:       (Keep this empty so it affects all verifies)

Network Type: Landline

Drop: Check the drop box

Workflow: TTS-TTS

Click Save.