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Verification & Action Flow

Sensitive help desk actions - resetting a password, unlocking an account, and similar - are gated behind identity verification. imper.ai runs the same flow for every such action: the user is verified first, and the action is only carried out once verification passes. Password reset is used as the example below, but the same steps apply to any action.

Step 1 - The User Requests an Action ​

The request may begin in one of the following ways:

  • The user contacts the helpdesk directly (phone, chat, ticket)

  • The user reaches an automated helpdesk or IVR menu and selects an action (for example a password reset or account unlock)

  • The user initiates a request from an organizational portal

A helpdesk agent sends the user a secure Verification Portal link (via SMS or email) from the Helpdesk Verifications page; see Sending a Verification Portal Link for the exact steps.

The link takes the user to the Self-Service Portal (SSP) to complete verification.

Step 3 - The User Completes Verification ​

The user opens the link and completes identity verification in the Self-Service Portal (SSP), which combines silent infrastructure checks with dynamic challenge questions. The outcome (Passed, Failed, Timed Out, or Not Enough Questions) is recorded in the Helpdesk Verifications table.

Step 4 - The Action Is Performed ​

Once verification passes, the action is completed in one of the following ways:

  • Self-service - the user performs the action themselves in the Self-Service Portal (for example, resetting their own password), with no agent involved.

  • Agent sends a link - an agent reviews the verification outcome and, if it passed, sends the user the relevant link (for example a password-reset link) using the Actions button in the Verification Summary panel.

  • Through your own policy - an agent completes the action using the organization's existing process, outside imper.ai.

If verification does not pass, no action is offered, and the agent follows internal escalation or remediation procedures.

What Happens After ​

  • The verification record remains available for auditing.

  • The action is logged.

  • The user regains access according to organizational policy.

Important Notes ​

  • An action cannot be performed without successful verification.

  • All verification activity is logged for compliance and audit purposes.

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