imper.ai

Appearance

Verify with Manager

When a user contacts the help desk but fails identity verification, an agent can confirm the user's identity through the user's manager by email - no call or meeting required. The manager receives an email describing the situation and approves or declines the request directly from that email.

Availability ​

Verify with manager is offered only when a verification failed with medium risk. A medium-risk result means imper.ai detected some risk but not enough to rule the user out - the identity is uncertain and warrants an extra layer of confirmation, which is where the manager's approval comes in. It is not available for high-risk failed verifications, where the risk is too high to allow a manager to approve the action.

When to Use It ​

Use Verify with manager when a user needs a sensitive action (such as a password reset) but did not pass verification, and you want a trusted approver - their manager - to confirm the user's identity before the action is allowed.

Verifying a User with Their Manager ​

The flow has two sides: the agent starts the request from the Verifications page, and the manager approves or declines it by email.

Agent Side ​

Step 1 - Open the failed verification ​

On the Verifications page, select the failed verification record to open its Verification Summary drawer. For a medium-risk failed verification, a Verify with manager button appears in the drawer.

Verification Summary drawer for a medium-risk failed verification, showing the Verify with manager button.

Step 2 - Choose the action and manager ​

Click Verify with manager to open the dialog, then set:

  • Action - the action to approve.
  • Manager - the user's manager, resolved automatically from your identity provider (IdP). A different person in the organization can be searched for and selected if needed.
The Verify with manager dialog showing the Action field (Reset password) and the Manager field.

Step 3 - Send the request ​

Click Send. imper.ai emails the selected manager with the details of the request. The link in the email is secure, single-use, and expires after a set time.

Manager Side ​

Step 1 - Receive the request email ​

The manager receives an email with the details of the request - the employee, the requested action, and the date - along with a Review request button.

The email the manager receives, showing the employee, requested action, and date, with a Review request button.

Step 2 - Review the request and decide ​

The manager clicks Review request to open a page where they can approve or decline the request. Before approving, the manager should contact the employee directly - by phone, in person, or another channel known to be theirs - to confirm that the employee actually requested this password reset.

The manager's review page showing the request details with Approve and Decline options.

If the manager approves:

  • The user is automatically sent a link to perform the action without further verification, to the original destination (email or phone, based on what the agent selected).
  • The verification status changes to Passed, and the risk score is lowered.
  • The Actions Status updates to the new outcome, and the verification drawer records the action as approved by the manager's name.
The verification drawer after manager approval, showing the action approved by the manager and the updated status.

If the manager declines:

  • No link is sent to the user, and the risk score is raised to high.
  • The Actions Status updates to Manager denied.
The verification drawer after the manager declines, showing the Manager denied status and raised risk score.

Copyright © Imper AI