[Recommendation] Enable Member Authentication

Who this notice is for: Channels that have installed Channel Talk on one of the following websites but have not yet enabled Member Authentication:

• Custom-built websites

• Websites built with platforms that support Member Authentication: Cafe24, Makeshop, Shopify, and WordPress

The customer and conversation data you collect through Channel Talk is essential to building trust in your business. In particular, customer conversation histories and contact information can be difficult to recover once exposed, making it important to put safeguards in place ahead of time.

Member Authentication is a security feature that verifies a customer's identity before loading their conversation history. Once enabled, even if a customer's member ID is exposed, others cannot access that customer's conversation history or contact information. More than 40% of paid-plan channels already use Member Authentication to protect customer information.

In this campaign, we'll walk you through how to enable Member Authentication based on your installation environment. Follow the instructions below to enable it for your channel!

What is Member Authentication?

Channel Talk identifies customers using the member IDs provided by your website or app and retrieves their conversation histories accordingly. Member Authentication adds an extra layer of verification by checking a unique authentication value assigned to each website alongside the member ID. This ensures that only customers themselves can access their conversation histories.

Why should I enable Member Authentication?

Without Member Authentication, Channel Talk identifies customers using only their member IDs. If a member ID is exposed or can be easily guessed, a third party could access another customer's conversation history and contact information. Since conversation histories often contain sensitive personal information, such as order details and addresses, a data exposure incident could seriously damage customer trust.

With Member Authentication enabled, even if a member ID is exposed, others cannot access that customer's conversation history or contact information without the additional verification value. This helps keep your customers' information safe.

The steps required depend on your Channel Talk installation environment. First, check which category your channel falls under.

If you've also installed the Channel Talk SDK in a mobile app separately from your website, you'll need to complete the Member Authentication integration for the app as well. Since Member Authentication is applied at the channel level, please enable the setting only after completing the integration for both your website and mobile app.

For example, if you operate a Cafe24 store alongside a mobile app.

For Cafe24, Makeshop, and Shopify websites: Simply enable Member Authentication

No additional development work is required. Simply enable the setting to apply Member Authentication immediately.

• How to enable: Go to [Channel Settings] → [Security & Developer Settings] → [Security] and turn on Member Authentication.

For custom-built websites and mobile apps: Complete the integration first

Please share the Member Authentication Developer Guide with your developer. Once the integration is complete, you can enable Member Authentication.

1. Go to [Channel Settings] → [Security & Developer Settings] → [Security], then click [View] under Member Authentication to retrieve your secret key.

2. Have your developer complete the integration by following the developer guide.

3. Once the integration is complete, enable Member Authentication.

Important: If you enable Member Authentication before completing the integration, the Channel Talk button may no longer appear on your website. If you also operate a mobile app, first release an app version that includes the completed integration and have your customers update the app before enabling Member Authentication.

For WordPress websites: Enter your secret key in the plugin before enabling Member Authentication

WordPress requires one additional step: entering your secret key in the Channel Talk plugin.

1. In Channel Talk, go to [Channel Settings] → [Security & Developer Settings] → [Security]. Under Member Authentication, click [View] and copy your secret key.

2. In your WordPress admin, click [Channel.io] in the left-hand menu to open the Channel.io Settings page.

3. Paste your secret key into the Secret key (optional) field and save your changes.

4. Return to Channel Talk and go to [Channel Settings] → [Security & Developer Settings] → [Security] to enable Member Authentication.

Important: You must enter your secret key in the Secret key field to use Member Authentication. If you enable Member Authentication before entering the key, the Channel Talk button may no longer appear on your website.

Keep Your Secret Key Secure

Never include your secret key in your website's frontend code or app, as visitors could access it. Store it only in your internal systems, such as your backend server.

If you suspect your secret key has been exposed, issue a new one under [Channel Settings] → [Security & Developer Settings] → [Security], then repeat the integration process using the new key.

For more details, see our Security Settings Guide.

Enabling Member Authentication is a simple step that can make a significant difference in protecting your customers' information. You can check your channel's security settings at any time under [Channel Settings] → [Security & Developer Settings] → [Security].

If you have any questions about security, please contact us through Channel Talk.