Password Reset

Step 1: Customer Requests a Password Reset

Add agent_copilot_password_reset tag to the ticket.

Step 2: Verify Customer Identity

Agent:
Verify customer's identity and below details:

• Registered email address
• Last 4 digits of the phone number linked to your account
• Recent transaction (if applicable)

🔹 If the details match: Proceed to Step 3.
🔴 If they don’t match: Ask for alternative verification (e.g., security question or billing address).

Step 3: Send Password Reset Email

Reset the password and send it to customer's email address

Step 4: Troubleshooting If Email Is Not Received

🔹 Ask the customer to check:

• Spam/junk folder
• Alternative email addresses (in case they registered with a different one)

🔴 If the email still isn’t received:

• Manually trigger another password reset
• Escalate to IT support if necessary

Resend the email if the password was not received yet

Step 5: Confirm Issue Is Resolved

Confirm if the issue was resolved