Customer verification & WHMCS support PIN

Before you — or the AI assistant — share account details or change anything for a customer, make sure the person in the chat really owns the account. TalkingDot offers four ways, and marks verified conversations with a green Verified badge.

Four ways to verify

• Signed in on your site. Customers signed in to your WHMCS client area or WordPress site (with our module or plugin) are verified automatically: the site signs their email. With your own code, send email_hash next to user_hash — see Identity verification.
• Email one-time code. We email a 6-digit code to the account email; the customer types it in the chat. Codes work for 10 minutes; 5 wrong tries end the request; 3 codes per request.
• WHMCS support PIN. Every WHMCS client sees a support PIN in your client area (TalkingDot WHMCS module 1.1 or newer). They type it in the chat — or tell it to you on the phone — and we check it with your WHMCS. The PIN is never stored in TalkingDot.
• Checked by a teammate. You confirmed it another way (a call, an ID document): Mark as verified. It is recorded with your name in the timeline and the audit log.

Ask a customer to verify

1. Open the conversation and the Verification section on the right (in the app: the ⋯ menu).
2. Click Ask to verify. In the messenger the customer gets a Confirm it’s you card with Email me a code and Use my support PIN. On WhatsApp, Telegram and email they get a message and simply reply with the code, their PIN, or — if we don’t know their email yet — their account email.
3. When they are done, the conversation shows Verified · Email code (or Support PIN) with the email it was verified for. That email is the one actions use.

Set up the WHMCS support PIN

1. Update the WHMCS module to 1.1 (Settings → Integrations → WHMCS → Download, upload over the old one).
2. In WHMCS: Addons → TalkingDot → Configure → Support PIN on (default), length 4–8 digits, how many hours a PIN is valid (0 = until the client makes a new one) and whether a PIN works once.
3. Clients see the PIN on their client-area home page and under the account menu (Support PIN), with Generate a new PIN and Copy. Your admins can check a PIN on the client’s summary page in WHMCS.

PINs are stored hashed and encrypted; 5 wrong tries lock a PIN for 30 minutes (shared between the chat and WHMCS admin).

Settings

Settings → Customer verification switches each way on or off, shows whether your WHMCS offers the PIN, and lists recent requests: who asked, how the customer answered and the result.