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AI agent for help desk technicians

Account Lockout and Password Reset Verification Agent

Resets done only for the right person, with a consistent check every time

Risk managementIT and development
See how it worksGet access
Account Lockout and Password Reset Verification Agent: what goes in, what the agent does and what you get

What it does

Password reset requests are a common social engineering target, and verification varies by who answers. When a reset or lockout request comes in, this agent checks the requester against your verification rules. It compares the location and device with recent sign-in logs and asks for a second factor when anything looks off. It blocks the reset when checks fail and tells the technician why. Normal cases proceed quickly and risky ones wait for a technician to approve. It also checks that the new password worked and that the account's sessions were cleared. Edge case: a request comes from a new country while the user is listed as traveling, so the agent asks for an extra proof.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueApprovedYes, continueNoNo 1 STARTS WHEN Reset request is received 2 USES A TOOL Look up the account and recent sign-ins 3 DOES Compare location and device with the usual pattern 4 CHECKS THE RESULT Does the requester pass the identity rules? If not: ask for a second factor and check again, orblock if it fails. Back to step 2. 5 DOES Rate the request as normal or risky 6 YOU APPROVE Technician approves risky resets 7 USES A TOOL Perform the reset through the approved tool 8 CHECKS THE RESULT Did the user sign in and are old sessions cleared? If not: retry the reset once and alert the technician ifit fails. Back to step 7. 9 RESULT Reset logged with the checks done
Read the steps as a list
  1. Reset request is received
  2. Look up the account and recent sign-ins
  3. Compare location and device with the usual pattern
  4. Does the requester pass the identity rules?If not: ask for a second factor and check again, or block if it fails. Back to step 2.
  5. Rate the request as normal or risky
  6. Technician approves risky resetsThe agent waits here for your OK.
  7. Perform the reset through the approved tool
  8. Did the user sign in and are old sessions cleared?If not: retry the reset once and alert the technician if it fails. Back to step 7.
  9. Reset logged with the checks done

How it decides

A request passes when identity checks match and the sign-in pattern is normal. Any mismatch needs a second factor or a technician.

  • Treat a new country or device as risky
  • Require a second factor for any mismatch
  • Block the reset after two failed checks
  • Always clear old sessions after a reset

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Verification rules
  • Risk criteria for sign-in patterns
  • Second factor options
  • Which roles always need a technician

What keeps you in control

It always asks you first

  • Technician approves resets rated risky

Hard limits

  • Never resets an account that failed identity checks
  • Never reveals or sends a password

It stops when

  • Done: the user is verified and signed in
  • Stop: checks fail twice and the account is flagged for review

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensA request came for a finance user's account from a phone in another country. The sign-in logs showed her last login was from her office laptop. The identity check failed, so the agent asked for a second factor and she did not respond. It blocked the reset and alerted the technician, who called her desk phone and confirmed it was not her.

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