Connecting your IVR to imper.ai lets you hand off account-recovery calls for verification. When a caller asks to recover their account, your IVR redirects the call to imper.ai, which verifies the caller's identity and handles the requested action - returning the caller to a live agent if the verification does not pass.

NOTE

To learn more about IVR account recovery, see IVR Account Recovery.

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Set Up the IVR Workflow

1. Configure the IVR workflow in the Helpdesk settings

In the imper.ai console, go to Settings > Helpdesk settings > IVR workflow > Number management.

Here you add the phone number to route users to: when a verification or an action fails, the user can press the Call me back button, and imper.ai routes them to this number so they reach the queue for a live agent.

Each number shows the destination it transfers to. From here you can add a number, edit an existing one to change it, or delete it.

When you add your public phone number - the number you want users returned to after a failure - imper.ai automatically provisions a dedicated imper.ai number for you to forward calls to, in the area code you choose.

2. Redirect calls to imper.ai

The dedicated phone number imper.ai provides for your tenant appears in the same Number management section. Redirect calls from your IVR to this number to hand them off to imper.ai's IVR, which can be customized to your tenant - for example, a greeting such as "Welcome to <tenant> automatic secure account recovery, operated by imper.ai."

In your IVR, forward the call to the imper.ai number using a SIP REFER (a call-transfer request that hands the call off to another destination). Usually, you forward when the caller chooses to recover their account - imper.ai both verifies the user, and performs the action.