DigiVibe
All guides Customer engagement

How Viibe works

What Viibe does, the screens you will use every day, and the workflows that matter, with annotated screenshots.

Onboarding guide
5 min read

MTN Viibe is the video call verification app. Instead of asking a customer to walk into a service centre, we verify who they are over a live video call, face-to-face against their Ghana Card, right from the contact centre.

What it's for

Viibe is used whenever a customer needs to prove their identity remotely, typically for SIM-related services, ownership changes and other requests where a voice call isn't enough and a branch visit is too much. The video session replaces the in-person check.

Team note: list here the exact request types that require Viibe verification in our queue (e.g. SIM swap verification, ownership proof, high-value changes). This list changes with policy, keep it current.

The flow of a verification session

  1. Request, the customer's request needs identity verification (or verification is offered as the faster alternative to a branch visit).
  2. Invite, the customer is sent the Viibe session invite (app/link) with clear instructions on what to have ready: their Ghana Card and good lighting.
  3. Video call, the customer joins and the live session starts. Check audio/video before beginning.
  4. Verify, compare the person on camera against the Ghana Card details, and confirm the request verbally.
  5. Outcome, record pass/fail, complete or decline the underlying request, and log everything on the ticket.

What customers need before the call

  • A smartphone with a working camera and stable internet.
  • Their Ghana Card physically with them, not a photo of a photo.
  • To be the registered owner (or authorised on the account).
  • A quiet, well-lit spot, glare and darkness are the #1 reason verification fails.

Agent tips

  • Set expectations first: tell the customer what you'll check and roughly how long it takes.
  • If verification fails on image quality, retry once with guidance before declining, most failures are lighting, not fraud.
  • Never proceed if the person on camera doesn't match the card or seems coached, escalate, don't negotiate.
  • Log the session outcome on the Zendesk ticket and set the right status (Pending if awaiting a retry).

Pair this guide with How Zendesk works: Viibe sessions are almost always tied to a ticket, and the ticket is where the outcome is recorded.