While setting up or operating your Verified Calls agents, keep the following best practices in mind:
Call Reason guidelines
- Use a maximum of 70 characters (including spaces)
- The call reason should be generic and focus only on the reason for calling
- Don’t include PII, personal, or sensitive information (see below)
- Don’t include promotional content or anything that can be perceived as advertisement
Update the state of every verified call
Verified Calls uses call state matching to secure registered calls. When you update the call state, Verified Calls matches the state the recipient's device reports to confirm that the call is coming from a verified source (you).
If you don't update the state of a registered call, a bad actor might spoof a call from your number, which would appear with your registered call information. Without state matching, Verified Calls and the recipient's phone wouldn't know that you hadn't placed the call yet and that the current caller wasn't genuine.
Implement retries with fixed delays
When calling any API, it's possible for a call to fail because of infrastructure issues, service overload, QPS limits, and myriad other errors. To recover from failed API calls gracefully, implement retries with fixed-time delays. Verified calls recommends delays of 5-10 seconds.
Using retries fixed time delays, your infrastructure automatically
- Identifies a failed API call
- Sets the wait duration and the maximum number of retries
- Pauses for the wait duration
- Retries the API call
Assesses the API call response:
- If a success, proceeds with next step in the workflow
- If a failure, returns to step 3
- If a failure after the maximum number of retries, enters a fail state