Managing Two-Factor Authentication for Admins

Two-factor authentication (2FA) adds an extra layer of security to staff accounts. With 2FA required, staff members must provide a 6-digit passcode in addition to their password when signing in. This passcode can be retrieved using an authenticator app or via email.

Note: Two-factor authentication will be bypassed when third-party authentication is used (such as Google or Azure), since those services can enforce their own 2FA setup.

How to enable 2FA

Admins can enable and require 2FA for all staff.

1. Click on the waffle icon on the upper right.
2. Navigate to Account > Security
3. Within the Password configuration section, toggle on the Require two-factor authentication
4. Click save

Once required, 2FA settings become visible to all staff members, and they will be prompted to complete setup at their next sign-in.

Generating a recovery code for a staff member

If a staff member loses access to their 2FA method and recovery codes, admins can generate a new one-time recovery code.

1. Navigate to Agents & teams > Agent list
2. Select the staff member's profile
3. Go to the authentication tab
4. Under Two Factor Authentication, click generate one time recovery code
5. Share the code securely with the staff member