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Authentication Flows and Admin Controls

OmniCRM provides comprehensive authentication features including login, two-factor authentication (2FA), password management, and admin controls for managing user security. This guide focuses on the UI workflows for both end users and administrators.

See also: Self-Care Portal for customer login and portal access, RBAC for staff permissions.

Overview​

OmniCRM authentication includes:

  • Email/Password Login - Standard credential-based authentication
  • Two-Factor Authentication (2FA) - Optional TOTP-based second factor
  • Remember Me - Extended session up to 30 days
  • Password Reset - Self-service password recovery via email
  • Admin Controls - Administrative tools for resetting 2FA and passwords
  • Social Logins - Optional Google, Apple, Facebook integration (if enabled)
  • Role-Based Navigation - Automatic routing based on user roles

Login Flow​

The login page is the entry point for all users (staff and customers).

Standard Login​

Login Screen{.align-center width="800px"}

Login Process:

  1. Enter email address (staff or customer email)
  2. Enter password
  3. Optional: Check "Remember me for 30 days" for extended session
  4. Click "Login"

What Happens Next:

  • Without 2FA: User logged in immediately, navigated based on role:
    • Customers → Self-Care portal (/self-care)
    • Staff/Admins → Customers dashboard (/customers)
    • CBC Mode → Cell Broadcast interface (/create-cell-broadcast)
  • With 2FA Enabled: Redirected to 2FA verification screen

Remember Me Feature:

When enabled, session persists for 30 days instead of expiring when browser closes. Uses secure HTTP-only cookies.

Show/Hide Password:

Click the eye icon (👁) to toggle password visibility.

Login with 2FA​

If user has 2FA enabled, after entering email/password, the 2FA challenge screen appears:

Two-Factor Authentication Screen{.align-center width="800px"}

Using Authenticator Code:

  1. Open authenticator app (Google Authenticator, Authy, etc.)
  2. Find OmniCRM entry
  3. Enter the 6-digit code
  4. Code auto-submits when all 6 digits entered
  5. If valid, user logged in and navigated to appropriate dashboard

Using Recovery Code:

If authenticator app unavailable:

  1. Click "Recovery Code" tab
  2. Enter one of your saved backup codes (e.g., 3fa5b9c2)
  3. Click "Verify"
  4. Code is consumed (can only be used once)

Cancel:

Click "Cancel" to return to login page.

Social Logins (Optional)​

If enabled (REACT_APP_ALLOW_SOCIAL_LOGINS=yes), social login buttons appear:

[🔵 Sign in with Google ] [⚫ Sign in with Apple ] [🔵 Sign in with Facebook]

Click any button to authenticate via that provider. Currently displays "coming soon" message (social login implementation in progress).

Click "Forgot password?" link to initiate password reset flow.

Two-Factor Authentication (2FA) Setup​

Users can enable 2FA for enhanced account security. 2FA uses TOTP (Time-Based One-Time Password) compatible with standard authenticator apps.

Accessing 2FA Setup​

From user profile or settings:

Note for Customers:

Customer role users do not see 2FA prompts. 2FA is typically required only for staff and administrative users.

Step 1: Confirm Password​

Current Password

[Cancel] [Continue]

Enter your current password to proceed. This verifies your identity before enabling 2FA.

Step 2: Scan QR Code​

[Cancel] [Confirm]

Setup Instructions:

  1. Download Authenticator App (if you don't have one):
    • iOS: Apple App Store → "Google Authenticator"
    • Android: Google Play → "Google Authenticator"
    • Alternatives: Authy, Microsoft Authenticator, 1Password
  2. Scan QR Code:
    • Open authenticator app
    • Tap "+" or "Add account"
    • Choose "Scan QR code"
    • Point camera at QR code on screen
    • App adds "OmniCRM" entry with 6-digit code
  3. Save Backup Codes:
    • CRITICAL: Write down or copy these 8 codes
    • Store in secure location (password manager, safe, etc.)
    • Each code single-use only
    • Used if you lose access to authenticator app
    • Click "Copy Codes" to copy all codes to clipboard
  4. Verify Setup:
    • Enter current 6-digit code from authenticator app
    • Click "Confirm"
    • If valid, 2FA is now enabled

Step 3: 2FA Enabled​

Success message appears:

From now on, login requires both password and 2FA code.

2FA Setup Interface

Password Reset Flow (Self-Service)​

Users who forget their password can reset it via email.

From login page, click "Forgot password?"

Password Reset Request{.align-center width="800px"}

  1. Enter email address
  2. Click "Send Reset Link"

What Happens:

  • System checks if email exists in database
  • If found, sends password reset email via Mailjet
  • Email contains time-limited reset link (typically 1 hour expiry)
  • Success message appears: "Reset instructions have been sent to your email"

If Email Not Found:

Error message: "No account found with that email address"

Step 2: Check Email​

User receives email with subject like:

Hi [Name],

You requested a password reset for your OmniCRM account.

Click the link below to reset your password: <https://yourcompany.com/reset-password/abc123token456>

This link expires in 1 hour.

If you didn't request this, ignore this email.

Click the reset link to proceed.

Step 3: Set New Password​

Reset link opens password creation page:

🔒 (lock icon)

Password

Confirm Password

[Reset Password]

  1. Enter new password
  2. Re-enter in Confirm Password field
  3. Click "Reset Password"

Password Requirements:

  • Minimum length (typically 8+ characters)
  • Passwords must match

Success:

  • Success message: "Password has been reset successfully"
  • Automatically redirected to login page
  • User can now login with new password

Expired/Invalid Token:

If reset link is expired or invalid:

[Request New Reset Link]

Admin Controls for User Management​

Administrators with appropriate permissions can manage user authentication settings from the User Management interface.

Accessing User Management​

Displays table of all users with action buttons.

Name Email Phone Actions John Smith <john@example.com> +44 123... ✏️ 🗑️ 🔑 🛡️ Jane Doe <jane@example.com> +44 456... ✏️ 🗑️ 🔑 Bob Wilson <bob@example.com> +44 789... ✏️ 🗑️ 🔑 🛡️ ✉️

Action Icons:

  • ✏️ Edit - Modify user details, roles, permissions
  • 🗑️ Delete - Remove user account
  • 🔑 Reset Password - Generate temporary password
  • 🛡️ Reset 2FA - Disable 2FA for user (only shown if 2FA enabled)
  • ✉️ Send Welcome Email - Resend welcome email (only shown if user never logged in)

Admin: Reset User Password​

When user forgets password and admin needs to help:

Step 1: Click Reset Password Icon (🔑)

Confirmation modal appears:

Are you sure you want to reset the password for:

User: John Smith (<john@example.com>)

A temporary password will be generated and displayed. The user must change this password on next login.

[Cancel] [Reset Password]

Step 2: Confirm Reset

Click "Reset Password". System generates secure temporary password.

Step 3: Temporary Password Displayed

Temporary password for John Smith:

[📋 Copy Password]

⚠️ IMPORTANT: • Send this password to the user via secure channel • Do not send via email or unsecured messaging • User will be forced to change password on next login

[Close]

Admin Action:

  • Copy temporary password
  • Call user or communicate via secure method
  • Provide temporary password verbally
  • Instruct user to login and change password

User Experience:

When user logs in with temporary password:

  1. Login succeeds
  2. Immediately redirected to "Change Password" screen
  3. Must set new password before accessing system
  4. Cannot skip password change

Admin: Reset User 2FA​

When user loses access to authenticator app and all backup codes:

Step 1: Click Reset 2FA Icon (🛡️)

Only appears for users with 2FA currently enabled.

Confirmation modal appears:

Admin Reset User 2FA Confirmation{.align-center width="600px"}

Step 2: Confirm Reset

Click "Reset 2FA"

Step 3: Confirmation

Success message:

John Smith can now login with just their password. They can re-enable 2FA from their user settings.

User Experience:

  • User can now login with password only (no 2FA code required)
  • 2FA shield icon (🛡️) disappears from user's row in admin table
  • User can voluntarily re-enable 2FA from their settings

Important Security Note:

Before resetting 2FA, admin should:

  1. Verify user identity through alternative means:
    • Government ID verification
    • Security questions
    • Recent transaction verification
    • In-person verification (if applicable)
  2. Document the reset in customer notes
  3. Inform user to re-enable 2FA after regaining access

Admin: Send Welcome Email​

For users who haven't received or lost their welcome email:

When Available:

Paper plane icon (✉️) only appears for users who have never logged in (login_count = 0).

Click Send Welcome Email Icon (✉️)

Send welcome email to:

User: Bob Wilson (<bob@example.com>)

Email will include: • Welcome message • Login instructions • Link to set initial password (if applicable) • Support contact information

[Cancel] [Send Email]

Click "Send Email"

Success message:

Email Sent via Mailjet:

Uses template: api_crmCommunicationUserWelcome

Admin: Edit User​

Click Edit icon (✏️) to modify user details:

First Name

Last Name

Email

Phone Number

Roles ☑ admin ☐ customer_service_agent_1 ☐ customer

[Cancel] [Save Changes]

Editable Fields:

  • Name, email, phone
  • Roles - Assign/remove roles (affects permissions)
  • Active/inactive status

Admin: Delete User​

Click Delete icon (🗑️) to remove user:

Are you sure you want to delete:

User: John Smith (<john@example.com>)

⚠️ WARNING: This action cannot be undone.

This will permanently delete: • User account and credentials • 2FA settings • Session history

Customer data and transactions will NOT be deleted.

[Cancel] [Delete User]

Click "Delete User" to confirm.

Success message:

Best Practices​

For End Users​

Login Security:

  • Use strong, unique passwords
  • Enable "Remember me" only on personal devices
  • Always logout on shared computers
  • Enable 2FA for additional security

2FA Management:

  • Save backup codes immediately after enabling 2FA
  • Store codes in password manager or secure location
  • Test a backup code to ensure they work
  • Re-generate backup codes if you use several
  • Contact admin if you lose both authenticator and backup codes

Password Management:

  • Use password manager to generate and store passwords
  • Never share passwords via email or messaging
  • Change password if you suspect compromise
  • Use unique password for OmniCRM (don't reuse passwords)

For Administrators​

User Security Management:

  • Verify user identity before resetting 2FA or passwords
  • Never send temporary passwords via email
  • Document all security resets in user notes
  • Encourage staff to enable 2FA
  • Monitor for unusual login patterns

Password Resets:

  • Communicate temporary passwords via phone or in-person only
  • Generate strong temporary passwords (system does this automatically)
  • Ensure user changes password on first login
  • Don't reset passwords unnecessarily - use email reset flow when possible

2FA Resets:

  • Treat 2FA resets as high-security actions
  • Verify identity through multiple channels before resetting
  • Document reason for reset
  • Encourage user to re-enable 2FA immediately after regaining access
  • Consider requiring 2FA for all administrative users

User Management:

  • Regularly review user list for inactive accounts
  • Remove users who have left organization
  • Ensure appropriate role assignments
  • Monitor users who have never logged in
  • Audit user permissions quarterly

Troubleshooting​

"Invalid email or password" error

  • Cause: Incorrect credentials
  • Fix:
    • Verify email address is correct
    • Check caps lock is off
    • Try password reset if forgotten
    • Contact admin if account locked

2FA code not accepted

  • Cause: Time sync issue or incorrect code
  • Fix:
    • Ensure device time is correct (Settings → Date & Time → Automatic)
    • Wait for code to refresh (codes change every 30 seconds)
    • Try next code that appears
    • Use backup code if authenticator not working
    • Contact admin to reset 2FA if all else fails

"Remember me" not working

  • Cause: Cookies disabled or cleared
  • Fix:
    • Enable cookies in browser settings
    • Don't clear cookies when closing browser
    • Disable privacy extensions for OmniCRM domain
    • Try different browser

Password reset email not received

  • Cause: Email not sent, spam filter, or wrong email
  • Fix:
    • Check spam/junk folder
    • Verify email address is correct
    • Wait 5-10 minutes (email delivery can be delayed)
    • Check Mailjet integration is working (admin)
    • Contact admin for manual password reset

Password reset link expired

  • Cause: Token expired (typically 1 hour)
  • Fix:
    • Request new password reset
    • Check email and click link promptly
    • Contact admin if repeated issues

Cannot enable 2FA (incorrect password)

  • Cause: Current password entered incorrectly
  • Fix:
    • Verify current password
    • Reset password first if uncertain
    • Contact admin for assistance

Lost authenticator app and backup codes

  • Cause: Phone lost/reset, backup codes not saved
  • Fix:
    • Contact administrator immediately
    • Admin will verify identity and reset 2FA
    • Login with password only after reset
    • Re-enable 2FA and SAVE backup codes this time

Admin: "Failed to reset 2FA" error

  • Cause: Insufficient permissions
  • Fix:
    • Ensure you have admin role
    • Check API permissions
    • Contact system administrator

Admin: Temporary password not generated

  • Cause: API error or permissions issue
  • Fix:
    • Refresh page and try again
    • Verify admin permissions
    • Check API logs for errors
    • Ensure database is accessible

Security Considerations​

Session Management:

  • Sessions expire after inactivity period
  • "Remember me" extends session to 30 days
  • Sessions stored as HTTP-only cookies (not accessible to JavaScript)
  • Secure flag ensures cookies only sent over HTTPS

Password Security:

  • Passwords hashed using industry-standard algorithms
  • Plain text passwords never stored
  • Temporary passwords automatically expired after first use
  • Failed login attempts tracked (potential rate limiting)

2FA Security:

  • TOTP secrets encrypted in database
  • QR codes generated client-side when possible
  • Backup codes hashed before storage
  • Each backup code single-use only

Admin Actions:

  • 2FA resets logged in activity log
  • Password resets create audit trail
  • Admin actions require appropriate role permissions
  • IP addresses logged for security events
  • 2fa - Detailed 2FA API reference (API-focused)
  • rbac - Role-based access control and permissions
  • administration_configuration - Mailjet email configuration for password reset
  • integrations_mailjet - Email template configuration
  • customer_care - Self-Care portal for customers

2FA Login Verification