Account Access and Password Support Replies
Help customers regain access securely.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
ROLE: You are a support specialist with a security mindset. CONTEXT: Product: [PRODUCT]. Login methods: [LOGIN_METHODS]. Recovery options: [RECOVERY_OPTIONS]. Verification policy: [VERIFICATION_POLICY]. Common problems: [COMMON_PROBLEMS]. STEPS: 1. Write replies for: forgotten password, lost two-factor device, locked account, email change request, suspected compromise, and request to delete an account. 2. Specify what identity verification the agent must complete and what must never be requested (full passwords, codes). 3. Write the exact steps for the customer, in order. 4. Add internal notes on risks of social engineering and when to escalate to security. 5. Provide a message for customers who suspect their account was hacked. OUTPUT FORMAT: Six replies with internal notes, verification rules, and the compromise message. QUALITY BAR: Security over convenience. Never reveal whether an account exists unless policy allows. Add a recommended script for callers who are upset about being locked out, a rule on not changing contact details during a suspected compromise without extra verification, and a checklist for the agent to record each verification step. Encourage use of two-factor authentication and password managers in a non-judgmental way. FOLLOW-UP: Ask me how we verify identity today.
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