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User profile flags appear in the call adapter during a session. These flags
provide information about the end-user, helping you determine how to handle the
session. There are flags for Unverified user, Verified user, Bad
actor, and Repeat customer. These flags appear in the call adapter on the
Call tab (next to the phone number) and on the Details tab (next to
User profile). The flags that appear depend on the reserved data
properties that your organization sends to
CCAI Platform during the session. In addition, you can change the
verification status of an
end-user yourself.
Here are the user profile flags that can appear in the call adapter:
Unverified user: indicates that the end-user is not verified as
a legitimate customer. This flag appears by default and continues to appear until you or your
organization verify the end-user. When the end-user is verified, the Unverified user flag is replaced with the Verified user flag.
Verified user: indicates that the end-user is verified as a legitimate
customer.
Bad actor: indicates that your organization has determined that the
end-user is potentially a bad actor.
Repeat customer: indicates that your organization has determined
that the end-user is a repeat customer.
View the details tab of the call adapter
To view the details tab of the call adapter, do the following:
The call adapter indicates the verification status of an end-user by displaying either the Unverified user flag or the Verified user flag. Your organization can evaluate an end-user's
verification status and display the appropriate flag. You can also evaluate an end-user's
verification status and then change their status by clicking the verification flag.
To change the verification status of an end-user, follow these steps:
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# User profile flags for calls\n\nUser profile flags appear in the call adapter during a session. These flags\nprovide information about the end-user, helping you determine how to handle the\nsession. There are flags for **Unverified user** , **Verified user** , **Bad\nactor** , and **Repeat customer** . These flags appear in the call adapter on the\n**Call** tab (next to the phone number) and on the **Details** tab (next to\n**User profile** ). The flags that appear depend on the [reserved data\nproperties](/contact-center/ccai-platform/docs/Call_and_Chat_Settings#reserved-data-properties) that your organization sends to\nCCAI Platform during the session. In addition, you can [change the\nverification status of an\nend-user](#change-verification-status-of-an-end-user-calls) yourself.\n\nHere are the user profile flags that can appear in the call adapter:\n\n- **Unverified user** : indicates that the end-user is not verified as a legitimate customer. This flag appears by default and continues to appear until you or your organization verify the end-user. When the end-user is verified, the **Unverified user** flag is replaced with the **Verified user** flag.\n- **Verified user**: indicates that the end-user is verified as a legitimate customer.\n- **Bad actor**: indicates that your organization has determined that the end-user is potentially a bad actor.\n- **Repeat customer**: indicates that your organization has determined that the end-user is a repeat customer.\n\nView the details tab of the call adapter\n----------------------------------------\n\nTo view the details tab of the call adapter, do the following:\n\n1. Answer a call. For more information, see [Receive an inbound\n call](/contact-center/ccai-platform/docs/call-adapter-agent-guide#receive-inbound-call).\n\n2. In the call adapter, click the **Details** tab.\n\nChange the verification status of an end-user\n---------------------------------------------\n\nThe call adapter indicates the verification status of an end-user by displaying either the **Unverified user** flag or the **Verified user** flag. Your organization can evaluate an end-user's\nverification status and display the appropriate flag. You can also evaluate an end-user's\nverification status and then change their status by clicking the verification flag.\n\nTo change the verification status of an end-user, follow these steps:\n\n1. Answer a call. For more information, see [Receive an\n inbound call](/contact-center/ccai-platform/docs/call-adapter-agent-guide#receive-inbound-call).\n2. In the call adapter, do one of the following:\n - To change the status of the end-user to **Verified user** , click the **Unverified user** flag. The flag is replaced with the **Verified user** flag.\n - To change the status of the end-user to **Unverified user** , click the **Verified user** flag. The flag is replaced with the **Unverified user** flag."]]