Agent-Guided Verification

Agent-Guided Verification lets your team initiate and manage identity verification on behalf of — or in collaboration with — an end user, directly from the Admin Console. No API integration required.

This is the go-to pattern for call centers, customer support teams, fraud review, and onboarding specialists who need to verify a user's identity in real time during a live interaction.

Two Modes

There are two distinct approaches depending on how much of the verification the agent vs. the end user completes.

Mode 1 — Agent-Driven Verification

The agent controls the verification session. The end user is on the phone and provides their information verbally. The agent enters it into the workflow and sends the verification challenge directly to the user's device.

Best for: Call center identity proofing, account recovery, step-up verification during a support call.

sequenceDiagram
    participant User as End User (Phone)
    participant Agent as Agent (Admin Console)
    participant IDW as ID Dataweb Platform

    User->>Agent: Calls in, requests access or account action
    Agent->>IDW: Opens workflow via "Try Now" in Admin Console
    Agent->>IDW: Enters user-provided info (name, phone, DOB, etc.)
    IDW->>User: Sends verification challenge (SMS Link, Government ID and Selfie Match link, etc.)
    User->>IDW: Completes challenge on their own device
    IDW->>Agent: Real-time result in Transaction Report (approve / deny)
    Agent->>User: Communicates outcome, proceeds with service request

Step-by-step:

1. In the Admin Console, navigate to your Workflow and click Try Now
2. Fill in the input fields with information provided by the caller:

3. Click Try Now — the workflow launches and the verification challenge is sent to the user's device
4. The user completes the challenge on their device (e.g. taps an SMS Link, completes Government ID and Selfie Match document + selfie capture)
5. View results immediately in the Transaction Report

Mode 2 — End User-Driven Verification

The agent generates a verification link and delivers it to the end user. The user completes the entire workflow independently on their own device. The agent monitors the result in real time via the Transaction Report.

Best for: Remote identity verification, asynchronous onboarding, high-assurance workflows requiring document or biometric capture where the user needs full control of their device.

sequenceDiagram
    participant User as End User
    participant Agent as Agent (Admin Console)
    participant IDW as ID Dataweb Platform

    Agent->>IDW: Generates verification link via "Send Link" or "Copy Link"
    Agent->>User: Delivers link via SMS, email, or verbally
    User->>IDW: Opens link on their own device
    User->>IDW: Completes full verification workflow independently
    IDW-->>Agent: Result appears in real time in Transaction Report
    Agent->>User: Communicates outcome and proceeds

Option A — Send Verification Link (SMS or Email)

Sends a link directly to the user's phone or inbox from within the Admin Console.

1. Navigate to your Workflow and click Send Verification Link
2. Complete the form:

3. Click Send — the user receives the link on their device
4. Monitor the result in Transaction Report

Option B — Copy Link

Generates a verification URL that you can share via any channel — chat, phone, support ticket, etc.

1. Navigate to your Workflow and click Copy Link
2. Configure the same fields as Send Link above
3. Copy the generated URL and paste it wherever needed

💡

For developers: Copy Link generates a fully-formed OIDC /authorize request with all required parameters pre-filled. It's a useful shortcut for understanding the correct URL structure when building a Gateway integration.

Viewing Results

All agent-guided transactions appear in the Transaction Report alongside programmatic API and Gateway transactions.

1. In the Admin Console, go to Reports → Transactions
2. Search by Credential, date range, Workflow, or ASI (transaction ID)
3. Click into any transaction to see the full detail — policy decision, step-by-step breakdown, assertions, and acquired attributes

Results update in real time — if a user is on the phone completing verification, you can watch the result come in live.

Use Case Examples

Requirements & Notes

• Admin Console access required. Agents need an account with appropriate permissions on the relevant Relying Party.
• Login Hint must be enabled on the workflow to prefill user attributes in Try Now or Copy Link. Contact your ID Dataweb team to enable this.
• Custom SMS/email templates can be configured under Workflow settings in the Admin Console.
• The Credential field is important for tracking — always set it to a unique identifier so results are easily searchable in reporting.