Overview
Talkdesk Navigator’s Analyze Voice Message component and Talkdesk Identity’s Authenticate Voice component - when configured with “Passive only” or “Active & Passive” modes - cannot be used together if Authenticate Voice is placed before Analyze Voice Message in an automation flow.
This article explains why the incompatibility occurs and how to configure the components to ensure both function as expected.
Why the Incompatibility Occurs
The Passive mode in Identity’s Authenticate Voice component works by analyzing the audio stream of a call and comparing it against the caller’s stored voice signature.
When Authenticate Voice (with Passive enabled) is placed before Navigator, it consumes the audio stream during processing. This prevents Navigator Analyze Voice Message from accessing the audio, making it unable to analyze the caller’s utterance.
This limitation applies only when Passive is selected. In “Active only” mode, this does not occur because the audio stream ends as soon as the caller speaks the passphrase and the Identity component finishes.
We are actively working on addressing this limitation to allow both components to operate together regardless of their order in the flow. Updates will be shared in release notes once available.
How to Configure for Compatibility
To ensure both features work as intended:
- Place the Navigator Analyze Voice Message component before the Identity Authenticate Voice component when Passive mode is enabled. This allows Navigator to process the audio input first, after which Authenticate Voice can perform passive authentication.