Step-up authentication allows customers to sign in with the brand during the conversation. The customer can log in midway through the conversation or the agent can ask the customer to log in and continue the conversation in an authenticated manner.

If the customer logs in, the following behavior occurs:

• The conversation authenticates.
• The agent sees who chats as the customer.
• The agent gains content by viewing the messages from the beginning of the conversation/
• The agent continues the conversation based on the right context.

To accomplish this process, enable the step-up authentication toggle in the Messenger Configuration.