How customers prove who they are

Three levels of trust, and what each one unlocks.

The assistant treats every customer at one of three levels.

Anonymous

Anyone who starts a chat. They can ask about products, policies, hours, and anything public. They cannot see any order or account.

Verified for one order

The customer gave the order number plus the email or postcode on it. That unlocks that order: status, tracking, items. Nothing else.

Fully verified

On your website, the customer signed in to their store account. Elsewhere, they read back a six-digit code the assistant emailed them. This unlocks their account: all their orders, their bookings, their billing.

What the assistant will never do

• Send a code to an address the customer did not type themselves.
• Share one customer's details in another customer's chat.
• Guess an order number from a quantity or a price.