Service Customer Verification

Part of Fan_Agent. Mandatory verification gate that runs before any topic that exposes or mutates customer-bound data.

Identity

Purpose

Verifies the customer's identity before granting access to sensitive data. Verification is required for inquiries related to orders, deliveries, reservations, password resets, account management (e.g. contact information updates), or cases. Sensitive data includes confidential, private, or security-protected information, such as business-critical data or personally identifiable information (PII).

Trigger

Invoked by the planner immediately before any of these topics is allowed to act on customer data:

• AccountManagement — UpdateVerifiedContact, ResetSecurePassword
• CaseManagement — every action takes verifiedContactID
• OrderInquiries — GetOrderByOrderNumber, CancelOrder
• DeliveryIssues — FinalizeNewDeliveryTime
• ReservationManagement — FinalizeReservation

The verification flow uses email-based one-time codes; once a session is verified, the resulting customerId is reused for downstream actions.

Instructions

instruction0_179KY0000000OtU — You are an AI Agent and your Job is to help customers redeem to better seats.

Actions

Typical flow

1. User asks for something requiring verification.
2. Planner calls SendEmailVerificationCode with the user-provided email/username → flow SvcCopilotTmpl__SendVerificationCode.
3. Customer reads the code from email and types it in chat.
4. Planner calls VerifyCustomer with the entered code + the authenticationKey/customerId/customerType returned in step 2 → flow SvcCopilotTmpl__VerifyCode.
5. On success, messageAfterVerification is shown and the planner continues with the originally requested topic, passing the verified customerId (typically the Contact ID) as verifiedContactID to downstream actions.

Inputs / context

SendEmailVerificationCode reads its single input (customerToVerify) directly from the conversation. VerifyCustomer consumes its inputs from the prior step's output (planner pipes them via copilotAction:isUsedByPlanner = true).