Assurance levels
The platform recognises three discrete assurance levels for a caller. Every tool the AI can run is gated against one of them. Understanding the levels helps you set per-tool policy that matches your business risk appetite.
anonymous
Section titled “anonymous”The caller has not been linked to a specific contact. The platform knows what channel they came in on (a phone number, an email address, a chat session) but has not verified that the person on the other end is the genuine account holder.
What this level unlocks — public information that isn’t tied to a specific customer: business hours, location, return policy, public product information, FAQs. Anything you would show on a website without a login.
Examples by use case
- A caller asks “When do you open?” — anonymous is enough.
- A caller asks “Is the blue model in stock?” — anonymous is enough.
- A caller asks “What’s my order status?” — anonymous is not enough; the tool that returns order status requires
identified.
identified
Section titled “identified”The caller has successfully exchanged a verification factor with the platform. They have answered KBV (Knowledge-Based Verification) questions correctly, or they have proven possession of an email account on file by clicking a one-time magic-link, or both. The platform now considers them linked to a specific contact.
What this level unlocks — the caller’s own account data: order history, balance, scheduled deliveries, profile fields. State-changing operations that affect only the caller’s account: changing a delivery address, scheduling a callback, opening a support case.
Examples by use case
- A caller asks “When is my order arriving?” — identified is required.
- A caller wants to reschedule a delivery — identified is required.
- A caller wants to add a credit to their account — destructive change; high-assurance is required.
high-assurance
Section titled “high-assurance”The caller has satisfied two verification factors of different categories per PSD2 SCA Article 4. For most callers this means one knowledge factor (KBV) plus one possession factor (the magic-link). This is the platform’s strongest assurance.
What this level unlocks — destructive or financially material actions: cancelling a subscription, requesting a refund, resetting a password, deleting an account, changing financial details (IBAN, credit card on file).
Examples by use case
- A caller wants a refund on an order — high-assurance is required.
- A caller wants to cancel their subscription — high-assurance is required.
- A caller wants to remove their saved payment method — high-assurance is required.
Setting tool assurance
Section titled “Setting tool assurance”You set the per-tool assurance level in Settings — MCP Hub — (your connection). The dropdown shows the platform floor — the minimum the platform will allow for a given risk classification. You can raise the level above the floor (require high-assurance for a tool the platform would gate at identified) but never lower it.
If you change a tool’s risk classification (in the Risk column of the same table), the floor for the assurance column changes too. Setting a tool to “read (returns personal data)” raises its floor from anonymous to identified.