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.
Contact Emails will be required for all Convoso Users by June 30, 2025.
Please Note: These changes will 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.
- March 18, 2025: New User Accounts will be required to use Complex Passwords and change them every 60 days. (This will deploy to accounts incrementally throughout the month.)
- Starting March 31, 2025, SMS Accounts will require Multi-Factor Authentication (MFA). Each user must have a valid email for authentication.
- Starting May 16, 2025, Existing SMS Account Users will be required to update their passwords to meet new security standards and change them every 60 days.
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 address for their Email/Username and Contact Email or use different addresses.
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.
- (A) Enter Code: Enter the verification code sent to your Contact Email.
- (B) Submit: Click this button to submit your code.
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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