6/2/2023 0 Comments Authy desktop applicationWhatsApp also provides end-to-end encryption. We saw this first hand with Authy where the SMS conversion rate experienced a big drop in a country due to fraud, but the WhatsApp conversion rate didn’t change. WhatsApp is a modern, IP-based network that isn’t exposed to fraud that exploits the SMS telecom network like SMS pumping fraud. One reason for the improvement is that WhatsApp works on WiFi when there is no cellular connection which allows more people to receive a message in a timely manner. Improved verification conversion ratesĬonversion rates (the number of users who entered the correct OTP divided by the number of users who were sent an OTP) meaningfully increased when we added WhatsApp. ![]() Users often prefer WhatsApp over traditional SMS ( American reliance on SMS is an outlier) since WhatsApp is free for users and can be accessed via Wi-Fi. We saw anywhere from 20-40% of users in these countries choose the WhatsApp option. Adoption was particularly strong in countries with large WhatsApp usage like Brazil, India, Indonesia, and Germany. Strong user adoption and user experienceĭuring the experiment we sent about 2,000 WhatsApp messages per day globally. In that time we saw strong user adoption, improved conversion rates, and decreased fraud. If we detect WhatsApp we reorder the OTP menu options so that WhatsApp is more prominent than SMS. Here's an example WhatsApp detection implementation for Android: Follow the instructions for iOS and Android to determine if a package is installed. To improve user experience and default to WhatsApp, you can determine whether the user has WhatsApp installed on the same device your app is running on. Here's an example of the messages on SMS and WhatsApp respectively:ĭetecting if the user has WhatsApp installed The experience is incredibly similar to receiving an SMS OTP and on Android phones the user is even provided the code without leaving the app. This replaced the previous suggested verification option of using SMS.Īfter a user selects WhatsApp, we send an OTP message via WhatsApp to their device. Experiment design for WhatsApp verificationĭuring the experiment we presented an option to users in the experiment group to verify their account with a WhatsApp message. This means you're outsourcing a portion of the identity assurance to WhatsApp and can directly replace SMS with WhatsApp verification. WhatsApp verifies these phone numbers with its own set of robust fraud prevention tools. In addition to encryption, WhatsApp offers more security benefits: every WhatsApp user is identified by a unique phone number that they provide at account creation. ![]() WhatsApp is often faster than SMS and is end-to-end encrypted so offers additional security. This means you can receive a WhatsApp message where Wi-Fi is available but cellular signals are weak or nonexistent, like in a remote area or on an airplane. Users often prefer OTT ( over-the-top) messaging services like WhatsApp because they are free and accessible via Wi-Fi. General benefits of using WhatsApp compared to SMS Our research shows this is due to overall penetration in certain markets, Wi-Fi fallback in areas with poor cellular connectivity and general user preference. Strong user adoption and user experience.We saw overall improvement in three key areas from adding WhatsApp: This blog post will describe the results of that experiment and what adding WhatsApp verification might look like in your own application. ![]() We decided to test WhatsApp verification by adding it to our Authy App last year. WhatsApp is quickly achieving ubiquity with over 2 billion users across 180 countries. We wanted to explore new verification channels where users might not prefer SMS. While SMS verification is incredibly useful, SMS costs vary by country and not all users have reliable cellular coverage. It's an app for authentication, but we still need to verify end user accounts and one of the ways we verify Authy accounts is with a phone number. Twilio's Authy application helps users manage TOTP authentication with a friendly interface and an account that can be transferred between phones.
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