Multi-Factor Authentication (MFA)

This guide explains how to securely sign in to the Live Chat platform using email-based Multi-Factor Authentication (MFA). MFA adds an extra layer of protection by requiring a one-time verification code in addition to your password before you can access the Live Chat platform.

Multi-Factor Authentication (MFA) is a security method that requires users to provide two forms of verification before accessing the Live Chat platform. After entering your email address and password, you will be prompted to enter a one-time verification code sent to your registered email address. This additional verification helps prevent unauthorized access even if your password has been compromised.

What You Will Learn in This Guide:

• How to sign in to the Live Chat platform using your email address and password.
• How to retrieve and enter the verification code sent to your email.
• How to request a new verification code if the previous one expires.
• How to complete the MFA process and access the Live Chat platform.

Here's a detailed explanation of the MFA process for email login to a Workspace, ensuring both ease of use and maximum security for your Workspace account:

1. Initial Login Screen (Live Chat MFA Access - Login):

   • The user is prompted to log in by entering their email address and password on the login screen.
     
   
   • Once the user enters the correct credentials and clicks “Login”, the system transitions to the MFA process for additional security verification.
     

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     NOTE

     During the login process, if a user has access to multiple Workspaces, the "Select your space" screen appears after the user enters their email address and password. From this list, the user must select the Workspace associated with the Live Chat platform they want to access.

     This selection is important because each Workspace can have its own security configuration, including whether Multi-Factor Authentication (MFA) is enabled.

     Depending on the selected Workspace, the system will either:

     • Prompt for MFA: If the chosen Workspace has MFA enabled, the user will be directed to enter the verification code sent to their email to acces to the Live Chat platform.
     • No MFA Required: If the chosen Workspace does not have MFA enabled, the user is granted immediate access to the Live Chat platform without needing to provide additional authentication.

     

2. Enter Verification Code Prompt (Enter MFA):

   • After the initial login, the system presents a screen asking the user to enter a verification code. The message indicates that a one-time code has been sent to the user’s registered email address.

     The code has an expiration timer, and in this case, it is shown that the code will expire in 13 minutes and 49 seconds. This ensures that the one-time password (OTP) remains valid for only a short period, enhancing security.

     

   • Simultaneously, the system sends a unique verification code to the user’s email inbox.

     

   • If the time limit for entering the verification code has passed, the previously sent code is no longer valid.

     

     A “Get New Code” button is provided for the user to request a fresh verification code. Clicking this button will trigger the system to send a new one-time code to their email, allowing them to complete the authentication. Once the user clicks the button, they should verify their email inbox again for the new code. After receiving the new verification code, they can enter it in the field and click "Confirm" to complete the login process.

3. Enter the Code (User Inputs Verification Code):

   • The user retrieves the code from their email and enters it into the verification field.

     

   • Once the user enters the verification code, they are directed to press the “Confirm” button to submit the code for validation.

4. Verification Success (Successful MFA Authentication):

   • Once the system successfully verifies the user’s code, they are granted access to enter the Live Chat platform.

Therefore, this flow ensures an additional layer of security by requiring not just the user’s password, but also a unique, time-sensitive code sent via email. This prevents unauthorized access even if the user’s password is compromised.