For complete steps on how to set up User Identity Verification, please see What is User Identity Verification, and how do I set it up?

When enabling and testing your User Identity Verification implementation, please check for the following:

Web Chat

• The launcher icon should be visible when User Identity Verification is enabled.
• If you are using a custom launcher icon (in conjunction with ‘Open widget’), you should be able to file Issues and not see any errors.

iOS and Android SDKs

• When you click ‘Contact us’, you should be able to file Issues and not see any errors.

If your Web Chat widget or in-app support experience shows any errors or doesn’t let you file an Issue, toggle User Identity Verification off from the Dashboard to debug the configurations. Disabling User Identity Verification for an app does not require an update in either the app or in the Web Chat widget.