Overview
The system uses the Contact Email for all login security-related communications, such as verification emails. This article will walk through the Contact Email Validation processes for new and existing Users.
Please Note: These changes do not impact SSO customers.
Contents
Before You Begin
Convoso is committed to securing your Account(s) from threats like spam and fraud. As such, Convoso is enhancing the security of the platform, beginning with SMS-enabled Accounts and then extending to all Accounts.
- As of March 2025: New User Accounts and SMS Accounts are required to use Complex Passwords and change them every 30 days. These same accounts also require Multi-Factor Authentication (MFA). Each user must have a valid email for authentication.
- As of May 2025: All Accounts are required to update their passwords to meet new security standards and change them every 30 days.
- As of July 2025: All Accounts require Multi-Factor Authentication (MFA). Each user must have a valid email for authentication. (We deployed to accounts incrementally throughout the month.)
To learn more about these security updates, see Login Security Enhancements.
Contact Email Validation
The system will send all login security communications to this email address. Users can have the same Email/Username and Contact Email address or use different addresses.
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Note: When entering your contact email, please consider these requirements.
- Allowed special characters: plus sign (+), hyphen(-), and underscore (_).
- Consecutive special characters are not allowed: User++1@convoso.com.
- The part of the email before the @ sign cannot end with a special character: User+@convoso.com.
Existing User Process
Once Contact Email Validation is enabled, existing Users will be prompted to provide a Contact Email when they log in.
The email verification window will open.
- (A) Contact Email: Enter the email address to receive the verification code.
- (B) Submit: Click this button to submit your address.
The system will send a unique verification code to the address, like this sample.
The User will have 15 minutes to enter their code to complete their verification. Otherwise, they will use the Resend code link to receive a new code. Users can retry up to 8 times before entering a cooldown period.
- (A) Enter Code: Enter the verification code sent to your Contact Email.
- (B) Submit: Click this button to submit your code.
Note: Delivery of verification codes could be delayed when using legacy email providers such as Yahoo or AOL, so codes can expire before Users receive the email.
Users may need to:
- Use an alternate email address from more modern providers such as Gmail.
- Request Admin help to reset their email or cool down their account.
New User Process
The process to create a New User will stay the same. However, once the User is created, the Contact Email will default to the email address entered in the Email field.
The Admin can then update the Contact Email on the Credentials tab in User Settings if needed.
Validation Troubleshooting
The following are steps for Users to take when encountering issues while validating their Contact Email.
If a User mistypes their chosen Contact Email, then the Admin can access their settings and either change the Contact Email or save the field blank.
1.) Open the Show Users page.
2.) Click the User's Name to open their settings.
3.) Enter the correct email address in the Contact Email field or clear the field.
4.) Click the Apply Changes button.
5.) Instruct your User to attempt their Login again. Depending on whether the Contact Email field has an address, they will either be sent a verification code or prompted to enter a Contact Email again.
- See the Existing User Process above for more details about this process.
Editing the Contact Email
The Contact Email can be edited in both the Admin App and Agent Interface.
Admins can edit their Agent's Contact Email in the User's Credentials.
Contact Email in Admin App:
- Contact Emails that the User has not yet verified will display (unverified) beside the field.
Contact Email in Agent Interface:
Once a Contact Email is verified, it will not need to be validated again. However, if an Agent or Admin adjusts the User's Contact Email, they will have to repeat the verification process.
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