Appearance
The Requests page is the central view for help desk-driven identity validation. It organizes activity around the request - an employee's ask, such as an action they want to perform - rather than around a single verification.
A request groups together everything that happened for that ask: one or more verifications, any escalation (to a manager or identity document verification), and the resulting action. Each row on the page is a request, and selecting it opens the request drawer.
The Request
Each request record includes:
| Field | Description |
|---|---|
| ID | A human-readable identifier for the request. |
| Requested action | The action the request is about (for example, a password reset). |
| Employee | The full name and work email of the employee the request is for. |
| Status | The request's overall status, derived from the verification and action states (see Request Status). |
| Referrer | The agent who answers the request. |
| Last update | When the request was last updated - a new verification, an escalation to a manager, or an action. |
| Risk score | The risk score of the request, taken from the last verification attempt (see Risk Score). |
Sending a New Request
To start a new request, press New Request on the Requests page and fill in:
Work email - the work email of the employee the request is for.
Requested action - the action to perform (for example, Reset password or Unlock account). Shown only when more than one action is configured for your tenant.
How to send the link - send via SMS or to a personal email address. The available contacts are autofilled from the employee's data (and masked). If neither works, choose Send to a different contact.
Then press Send.
Request Status
A request's status is derived from its verification status (from the risk score - infra and security questions - or from an escalation to a manager or identity document verification) and its action status. The Final column indicates whether the status is terminal: non-final statuses are still in progress and can change once verification, an escalation, or the action concludes.
| Status | Final | Verification status | Action status | When it happens |
|---|---|---|---|---|
| Completed | Yes | Passed (directly or via escalation) | Done | Verification passed and the action was completed. Includes the medium-risk path: escalated to a manager or document verification, the escalation passed, and the action was done. |
| Action failed | Yes | Passed (directly or via escalation) | Failed | Verification passed and the user reached the action, but the action failed. |
| Denied | Yes | Failed (high risk) | - | High risk - the initial verification failed with high risk, or the escalation to a manager or document verification was declined or failed. |
| Expired | Yes | - | - | The request was not completed within the allowed timeframe (10 minutes). |
| Internal error | Yes | - | - | An internal error - usually during verification - stopped the request. |
| Awaiting verification | No | Not performed yet | - | The verification link was sent but the user hasn't completed verification yet. |
| Escalated | No | Medium risk | - | Verification came back medium risk and a re-verification was sent to the manager or document verification (automatically or manually); awaiting the escalation result. |
| Awaiting action | No | Passed (directly or via escalation) | Not done yet | Verification passed and imper.ai is waiting for the user to perform the action. |
Risk Score
The request's risk score is generic to all of its verifications:
Verification only (infra, or infra + security questions) - the risk score is the outcome of that verification.
Escalation - when an inconclusive verification is escalated (verify with a document or verify with a manager), the risk score is lowered to 2 if the escalation passes, or raised to 10 if it fails.
Request Drawer
Selecting a request opens a drawer with the following tabs.
Action
Shown only when an action was performed:
Requested action - the action the user performed.
Status - the outcome of the action.
Channel - what triggered the action.
Verification
Shows every verification the user went through for the request - infra checks, security questions, verify with manager, and document verification. If there is more than one verification attempt on the same referral, the additional attempts are shown in a dedicated section.
The overview lists each verification with its time and key data; opening one shows details that differ by verification type:
| Verification type | Overview | Details |
|---|---|---|
| Infra verification | Number of anomalies, if any | Status, timestamp, full analysis report |
| Security questions | Passed, "Answered X of N questions incorrectly", or "Timed out during the questions" | Transcript |
| Verify with manager | Status (Awaiting user to send request, Awaiting approval, Approved, Denied, or Expired) | Manager name, status, timestamp |
| Verify with document | Status (Approved, Denied, Mismatch found, or Pending) | Status, timestamp |
Opening a verification shows more:
Infra verification - opens the full Analysis Report, with all the data collected during the verification and the anomalies found.
Security questions - expanding it shows the transcript of the questions and answers (available to non-Agent roles).
Details
Two sections:
Requestor details - full name, email, and department.
Request info - recipient, referrer, and timestamp.
