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Version: 11.3.0

Approver Chat and Video

The Approver Chat and Video step in HYPR Affirm opens a live chat session between the requester and the assigned approver. The approver can ask follow-up questions, request more evidence and use video to confirm the requester's identity.

The step card reads Requester will enter a chat and the assigned approver will be asked to join. The step has no options of its own; the workflow's Approver Chain governs its behavior. The step needs at least one human approver, and it cannot be combined with Escalate to Live Chat.

What the Requester Sees​

The chat is the last built-in requester step before the outcome. The requester sees "You are now in a chat with the approver." above the chat window, and the invited approver joins from their invitation. The requester uses the chat as follows.

  1. To send a message, the requester types in the Type your message here field and clicks the send button.
  2. To start video, the requester clicks the camera button next to the message field. The browser asks for camera and microphone access. When the approver starts video, a chat notice says that the approver has entered the video chat and shows Click here to join.
  3. When the approver finishes the review, Continue appears. The requester clicks Continue to go to the outcome.
Requester chat: You are now in a chat with the approver, with automated messages, the message field and the camera button

If no approver joins in time, the requester sees "The maximum amount of time has passed and an approver has not joined. Please contact Support." The wait allowed runs from when the requester enters the chat and is the sum of the approver timeouts in the chain plus 5 minutes. For a chat started by Escalate to Live Chat, the escalation approver chain sets the wait. The verification then ends as expired. This wait is separate from the fixed 10-minute wait for an Attestation decision.

What Data Is Collected​

The chat carries text messages between the requester and the approver. Video, when either party turns it on, is a live camera and microphone stream between the participants. For how HYPR processes this data, see the HYPR Privacy Policy.