Verify the user's identity in live chat
Last updated: 26 September 2026 · 3 min read
If customers sign in to an account on your website, the widget can recognize them by name and email. So that no one can pretend to be them, your website creates a signature with a secret key for each user. Your website's developer sets this up.
Steps
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1
Find the secret key
In Settings › Workspace settings › Inboxes, open the live chat channel's settings and go to the “Configuration” tab. The “Secret Key” is shown in the “Identity Validation” part.
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2
Give the key to your developer
Give the key only to the developer who builds your website's server side. It must never be written openly on the website's page. The “View documentation” link opens the technical guide.
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3
Make validation required
When the setup is ready, turn on “Require identity validation for all conversations”. After that, a user without a valid signature cannot start a conversation. Do not turn this on before the setup is finished.