Authsignal launches Call Connect for Salesforce Service Cloud

Call Connect is now available on Salesforce AppExchange, bringing stronger customer authentication directly into Salesforce Service Cloud without creating another disconnected verification experience.

The integration allows service teams to initiate customer verification using passkeys and other authentication methods directly from the Salesforce workflow.

Organizations have spent the last few years strengthening authentication across digital journeys. Passkeys are becoming more established, MFA is increasingly adaptive, and higher-risk actions can trigger additional verification based on context.

But authentication infrastructure has often evolved differently across channels. When a customer moves from an app or website to an assisted-service interaction, the authentication methods and policies available to the business can change with them.

Call Connect for Salesforce is designed to connect those experiences, bringing modern authentication methods into the Service Cloud workflows teams already use.

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Why customer authentication needs to work across channels

Customers rarely interact with a business through one channel.They may sign in through an app, make an account change online and later contact support about the same account. Each interaction is part of the same customer journey, but the systems used to authenticate them have traditionally been much more fragmented.

That fragmentation is becoming more important as impersonation techniques evolve.

Generative AI has made it easier to create convincing synthetic voices and other forms of impersonation, adding another challenge to interactions where identity may traditionally have been established through conversation, personal information or knowledge-based questions. The issue is not the service channel itself. It is whether the authentication controls available in that interaction are strong enough for a changing threat model.

Pindrop's 2025 Voice Intelligence and Security Report found that the rate of deepfake attacks increased by more than 1,300% in a year, rising from one attack every two days to seven per day.

Recent guidance from the FBI, CISA and international cybersecurity agencies has also highlighted how groups including Scattered Spider have targeted help desk processes as part of social engineering attacks, including attempts to obtain credentials, capture one-time codes and bypass MFA.

Knowledge-based checks have their own well-documented security limitations. NIST no longer recognizes knowledge-based authentication, including traditional security questions, as an acceptable authenticator for digital authentication.

The opportunity is to make stronger authentication methods already available across digital journeys accessible within assisted-service workflows too, without introducing another disconnected process for customers or service teams.

As Justin Soong, our Founder and Director of Product, puts it:

"Organisations have spent years hardening the front door with passkeys and device-bound credentials. But when a customer calls in, they're asked to prove their identity by answering questions a fraudster can buy for thirty-five dollars on the dark web. That's not a knowledge problem. It's an architectural one. The same cryptographic verification that works at login should work when someone picks up the phone."

How Call Connect works inside Salesforce Service Cloud

Authsignal Call Connect embeds customer verification into the Salesforce records service teams already work from, including Case, Account and Contact records.

During a customer interaction:

• The agent initiates a verification request directly from Salesforce.
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• A challenge is delivered through an available customer channel, such as SMS, email or WhatsApp.
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• The customer opens the secure challenge on their own device.
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• Based on the organization's authentication policy, they verify using an available method such as a FIDO2 passkey, biometric authentication, push authentication, hardware security key, OTP or identity verification.
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• The verification result returns to Salesforce in near real time, allowing the workflow to continue once verification is complete.
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For higher-risk requests such as account recovery, password resets, changes to personal information or access to sensitive data, verification can become part of the existing service workflow rather than a separate process.

Call Connect can also integrate earlier in the journey through IVR, allowing verification to begin before the customer reaches an agent.

Bringing passkeys and cryptographic authentication into assisted service

An important part of this model is making authentication methods already used across digital channels available during assisted interactions.

FIDO2 passkeys, for example, use public-key cryptography and can provide phishing-resistant authentication. Instead of asking a customer to recall information that may be available elsewhere, the customer proves control of a cryptographic credential associated with their account.

That does not mean every interaction needs the same authentication method.

Organizations can orchestrate different methods according to the customer, channel, risk and level of assurance required. A passkey might be appropriate for an enrolled customer completing a sensitive account change, while another verification method can provide an alternative path when a passkey is not available.

The authentication policy can adapt without forcing the business to maintain completely separate models for digital and assisted interactions.

Built into the Salesforce workflow

Adding stronger verification should not mean adding more systems for service teams to navigate.

Call Connect keeps the authentication experience inside Salesforce Service Cloud, allowing agents to initiate verification and see its outcome without moving into a separate console.

Authentication events are also recorded, creating a timestamped audit trail that can support security investigations, governance and compliance requirements.

There is an operational benefit too. In Authsignal customer deployments, this approach has reduced contact center authentication time by up to 26 seconds per call, showing how stronger authentication can also reduce the time spent on manual verification processes.

For organizations already using Salesforce Service Cloud, the AppExchange listing provides a way to extend modern authentication into assisted-service workflows while continuing to work with the systems teams already use.

How Call Connect fits into an omnichannel authentication strategy

The Salesforce integration follows the same approach Authsignal takes across the broader authentication stack.

Authsignal is a drop-in authentication layer that works with existing identity infrastructure to orchestrate passkeys, adaptive MFA and verification across customer channels. Organizations can strengthen authentication without replacing the systems already running underneath it.

Call Connect extends that approach into assisted-service channels.

Alongside Salesforce, Call Connect integrates with platforms including ServiceNow and Amazon Connect, as well as IVR and other customer support workflows.

For enterprises, the challenge is often not a lack of authentication tools. It is connecting those tools across customer journeys without creating new silos for each channel.

A more connected authentication architecture allows policies, authentication methods and verification results to work across web, mobile, phone and in-person interactions, while giving organizations the flexibility to apply the right method for the customer and the interaction.

Call Connect for Salesforce is now available on Salesforce AppExchange. Get in touch with our team to see how it works inside your Salesforce environment.

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