Verify a contact, consumer, or guest user
Look up users and manage their information. As an agent, you can find the consumer and contact information from an interaction record, review and verify the information, and then update the interaction record. If the customer is a guest user without an existing consumer or contact record, you can create a record by capturing necessary information.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, or admin
Procedure
Navigate to All > CSM/FSM Configurable Workspace.
Select the List icon (
List icon\).
In the Interactions section, select My Interactions.
Open an email interaction.
In the contextual side panel, select the Consumer Verify icon (
Consumer verify icon\) or the Contact Verify icon \(\[Omitted image "contact\_verify\_icon\_EaaI.jpg"\] Alt text: Contact verify icon\).
**Note:** For more information, see [Lookup and verify](lookup-and-verify-overview.md).
Search for a consumer or contact by entering the person's name, phone number, email address, or record number.
Select the desired result from the list.
This action displays information about the selected consumer or contact in a verification card.
Confirm the selected consumer or contact by selecting Verify .
When you perform this action, the following occurs:
- The Account and either Consumer or Contact fields are populated on the interaction record.
- The Verified check box is enabled.
- Select Save to save the interaction record and refresh the related lists.