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Generate OTP or Magic Link

  • Updated on Sep 2, 2026
  • Published on Aug 26, 2026
  • 2 minute(s) read
  • G
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Overview

Send a one-time password or generate a magic login link to help a customer sign in without their password.

:::tip At a Glance
Who is this for?

Support agents helping customers who are locked out or can't sign in.

When do I use this?

When a customer needs immediate access and can't use their password or the normal reset flow.

What will happen?

An OTP is generated (valid for 20 minutes) and optionally a magic link is created that log the customer in directly.
:::

Prerequisites

  • A support session must be active for the customer
  • The customer must have a verified email or phone number

Steps

Step 1: Open the Generate OTP action

From the customer profile, click the Generate OTP & Magic Link quick action.

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Step 2: Check for an existing OTP

When the dialog opens, it automatically checks for a recently generated OTP. If one exists and is less than 20 minutes old, it's displayed immediately with a note suggesting you use it rather than generating a new one.

Step 3: Choose the delivery channel

Two buttons are available:

Button Sends to When disabled
Send via email Customer's email No verified email on file
Send on phone Customer's phone No verified phone on file

Click the appropriate button.

Step 4: Copy the OTP or magic link

Once generated:

  • The OTP code (6 digits) is displayed on screen.
  • A magic link is constructed in the format https://{domain}/?auth={token}. Click the copy button to copy it to your clipboard.

Share the OTP verbally, or send the magic link to the customer through your preferred channel.

Expected Behavior

  • The OTP is valid for 20 minutes.
  • If a valid OTP already exists, it is shown instead of generating a new one.
  • The magic link uses the first domain configured for the current site.

Edge Cases / Notes

  • The 20-minute validity window means you cannot generate a new OTP while a previous one is still active.
  • The magic link domain is determined by your site configuration. If the domain is not configured, the magic link section may not appear.

Flow

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If Something Goes Wrong

  • Both buttons disabled? → The customer has no verified email or phone number. Verify one first from the profile.
  • Magic link not showing? → The site domain may not be configured. Try refreshing the page.
  • "OTP still valid" message? → Wait for the current OTP to expire (20 minutes) or use the one displayed.

Related

  • View customer profile
  • Session management