Different authentication methods for the help center

Permission Required
Users with the permission to access the Help Center can configure SMS-based authentication. Feature available only for Enterprise edition. 
Check Feature Availability and Limits

Note:

1. SMS-based authentication is available only for accounts that have single help centers or unique user bases.
   For a multi-branded help center, only those accounts that have a unique user base can use SMS-based authentication. 
2. If SMS-based authentication is enabled for one help center in a portal, then all the help centers must be enabled with SMS authentication.
   Other authentication methods like SAML, JWT, and Federated login will not be used even if they are enabled.
   
   
   

Setting up SMS-based authentication

1. Register as a Sender on the DLT Portal: To enable SMS-based authentication, users must first register as a sender on the DLT portal. After completing the registration, users should make a note of the essential sender ID details, which include the Sender name (Sender ID/Header), PEID (the unique 19-digit Entity ID), Entity name, Sender unique ID, and the telecom provider used for registration.
   
2. Download SMS templates: Along with the sender ID details, users must also register the content template and download the required SMS templates (invitation and verification code templates) from the DLT portal.
   

1. Provide company and sender ID details
2. Adding Zoho as telemarketer aggregator in the DLT portal
3. Compliance with TRAI (India only)
4. Purchasing SMS Credits 
5. Uploading SMS templates 

1. Legal company name: The officially registered name of the organization.
2. Brand name: The name under which the organization operates or is publicly recognized.
3. City: The city where the organization is registered or headquartered.
4. State/region: The state or region of the organization’s registration or operation.
5. Postal code/ZIP code: The postal or ZIP code corresponding to the organization’s registered address.
6. Country of registration: The country where the organization is legally registered.

1. Sender name (Sender ID/Header): A unique alphanumeric header registered with DLT under TRAI’s regulations for transactional communication.
2. PEiD (Portable Executable Files): A unique 19-digit entity ID assigned to your organization on the registered DLT portal.
3. Entity name: The name of the entity as registered in the DLT portal.
4. Sender unique ID: The unique Header ID provided by DLT. 
5. Sender ID status: Indicates whether the sender ID is verified or unverified.
6. Registered by: The telecom service provider used to register for the sender ID.

1. Navigate to Setup > Channels > Help Center > User Authentication.
2. Choose SMS Based Authentication and click Enable.
3. Click Continue.
4. On the Company Info tab, provide the following details:
1. Legal Company Name
2. Brand Name
3. City
4. State/Region
5. Postal Code/Zip Code
6. Country of registration
5. Click Next.
6. On the sender ID Details tab, provide the following details:
1. Sender Name (Sender ID/Header)
2. PEID
3. Entity Name
4. Sender Unique ID
5. Sender ID Status
6. Registered By
7. Click Save.

1. Log in to the DLT portal.
2. Go to the Chains section and create a new chain.
3. In the Telemarketer section, search for Zoho Corp using the telemarketer ID 1102631350000082951 or the name ZOHO CORPORATION PRIVATE LIMITED.
4. Add ZOHO CORPORATION PRIVATE LIMITED as the Telemarketer Aggregator.
5. Click Submit.
6. Create another chain for fallback delivery to ensure SMS messages are sent even if the primary route is unavailable. This guarantees delivery during network issues.
   

1. View the available credit balance.
2. Check the credit usage analysis, which can be filtered by weekly, monthly, quarterly, or a custom date range. For example, if users check their credit usage for the entire month (e.g., January 1 to January 31), they can monitor how their credits are being consumed and identify any unexpected spikes in usage. To manage this effectively, users can set a monthly credit limit to prevent overspending, and if usage approaches the limit, they can adjust their messaging volume or purchase additional credits.
3. Purchase additional credits if needed.

Note: SMS messages will only be sent if sufficient credits are available in the Desk account. When the credit is exhausted, an email notification is sent to the administrator.

1. INR - The cost per SMS is 0.0020 credits when sent to Indian phone numbers using DLT-registered sender IDs. 
2. USD - The cost of 1 credit is $1 USD. So, 1 credit allows sending 500 SMS messages to the customers.
   

1. Navigate to Setup > Channels > Help Center > SMS-Based Authentication > Credit Details.
2. Click on Buy Credits.
3. In the Recharge SMS Credits window, enter the required number of credits.
4. Click Make Payment.

1. Click Submit DLT files.
   
2. Upload the Verification code template downloaded from the DLT portal and click Next.
3. Upload the Invitation code template downloaded from the DLT portal and click Next.
4. Map the uploaded templates accordingly and click Save.
   

Disabling the SMS based authentication

1. Go to Setup > Channels > Help Center > SMS Based Authentication.
   
2. Click Disable.