Authentication Structure

Levels of Authentication: SmartApps authentication is structured around different levels, which are designed to establish the account owner's identity and ensure that the right individual is using the system.

Varying Information and Processes: The system collects different sets of information and employs distinct processes depending on the specific level of authentication being utilized.

Authentication Options: The options for authentication can vary based on the core application used within the organization. Different applications may offer unique authentication methods and functionalities tailored to their specific purposes.

 

Level 1

Mandatory Identification: Level 1 authentication serves as a mandatory step to Identifying the Member Account. It must be completed before proceeding with any further authentication processes.

Standard Authentication: Level 1 offers a standard and essential method for authenticating the caller. It utilizes the features available within the core processing system to establish the caller's identity.

Optional Levels: While Level 1 is mandatory, Levels 2 and 3 are presented as optional methods of authentication, providing flexibility based on specific needs or preferences.

 

Level 2

Level 2 authentication identifies individual users within multi-user accounts and its optional usage depending on account settings.

Identify the Individual: Level 2 authentication is essential to identify the individual associated with the account. It ensures that the system can distinguish between Primary and Joint identification on the same account.

Usage in Multi-User Accounts: Level 2 authentication becomes particularly relevant in accounts that involve multiple users, such as primary account holders and joint account holders. It helps differentiate between these users.

Optional Nature: The use of Level 2 authentication is not mandatory for all accounts. Its application depends on the specific settings and requirements of the organization or system. Some accounts may opt for Level 2 authentication, while others may not, based on their needs.

*Note: If level 2 authentication is not used or a level 2 question is used that does not determine an individual, the system will assume the primary member is on the phone.

 

Level 3

Level 3 authentication helps in verifying the caller's identity.

Additional Verification: Level 3 authentication is employed to verify Additional Security provided by the caller. The goal is to ensure that the person accessing the account is indeed the correct and authorized user.

Optional Level: Level 3 authentication is not a mandatory requirement. Its use is at the discretion of the organization or system's policies. It provides an additional layer of security for those who choose to implement it.

Note: Level 3 is not used in Smart Bot but same set of questions that are available in level 3 are available in level 2 for Smart Bot.

 

Third Party Authentication (for all levels)

Standard Authentication: 3rd party authentication offers a standard way to authenticate the caller by utilizing the features within the core processing system. This ensures that the caller is who they claim to be.

Optional Alternate Method: Additionally, 3rd party authentication provides an optional alternative approach for identifying the caller. This flexibility allows organizations to choose the most suitable method for their needs.

*Note: Level 3 authentication is not utilized in Smart Bot. Instead, the same set of questions available in Level 3 is made available in Level 2 for Smart Bot. This adjustment ensures a consistent and secure authentication process.