---
title: Verify a contact, consumer, or guest user
description: Look up users and manage their information. As an agent, you can find the consumer and contact information from an interaction record, review and verify the information, and then update the interaction record. If the customer is a guest user without an existing consumer or contact record, you can create a record by capturing necessary information.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/verify-contact-consumer-guest-user.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [Email Interaction for CSM]
breadcrumb: [Engage via email interactions, Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---

# Verify a contact, consumer, or guest user

Look up users and manage their information. As an agent, you can find the consumer and contact information from an interaction record, review and verify the information, and then update the interaction record. If the customer is a guest user without an existing consumer or contact record, you can create a record by capturing necessary information.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, workspace\_admin, or admin

## Procedure

1.  Navigate to **All** > **CSM/FSM Configurable Workspace**.

2.  Select the List icon \(\[Omitted image "List\_icon.jpg"\] Alt text: List icon\).

3.  In the Interactions section, select **My Interactions**.

4.  Open an email interaction.

5.  In the contextual side panel, select the Consumer Verify icon \(\[Omitted image "consumer\_verify\_icon\_EaaI.jpg"\] Alt text: Consumer verify icon\) or the Contact Verify icon \(\[Omitted image "contact\_verify\_icon\_EaaI.jpg"\] Alt text: Contact verify icon\).

    **Note:** For more information, see [Lookup and verify](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/lookup-and-verify-overview.md).

6.  Search for a consumer or contact by entering the person's name, phone number, email address, or record number.

7.  Select the desired result from the list.

    This action displays information about the selected consumer or contact in a verification card.

8.  Confirm the selected consumer or contact by selecting **Verify** .

    When you perform this action, the following occurs:

    -   The  **Account**  and either **Consumer**  or  **Contact**  fields are populated on the interaction record.
    -   The  **Verified**  check box is enabled.
9.  Select  **Save**  to save the interaction record and refresh the related lists.