Configure knowledge-based authentication

Configure knowledge-based authentication (KBA) to identify and authenticate callers by prompting them to answer preconfigured questions across conversational AI channels, such as AI voice agents.

Before you begin

Role required: auth_factors_admin

Procedure

1. Navigate to All > Authentication Factors > Knowledge Based Factor.
2. Perform the following:
   • Create KBA questions
   • Create KBA answers
   • Map KBA questions to answers
   • AI voice agent service mapping with KBA

   After creating the KBA configurations, you can use it as an identification and authentication method.