How to Build Two-Factor Auth for Support Agents Using SMS OTP and Email Fallback

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A software architecture guide outlines how to implement passwordless two-factor authentication for support agents using a single OTP challenge with two delivery channels. The design sends a one-time code via SMS first, with email serving strictly as a fallback rather than a separate identity check. A shared recipient-suppression store connects the authentication flow and messaging systems, ensuring permanently bounced email addresses are blocked across all subsystems. The challenge is modeled as a state machine, where only a successful code verification creates an authenticated session — a delivery event never counts as proof of identity. Key policy defaults such as a six-digit code, five-minute expiry, and five verification attempts are presented as tunable starting points, not universal security standards.

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