Authorized user changes
How do we let the account holder add or remove an authorized user after authentication, with the permission level set and written to the account?
Make the permission a record the holder sets and every channel reads. Callvu takes the request from the account holder in any channel, authenticates them with a secure method before the change, chases the user's details (the name, the contact, the identity where the policy requires it for higher permissions) and the permission level (view the bill, make payments, change features, manage specific lines, order devices, change SIMs, or full management short of ownership), applies the policy's limits on what an authorized user may ever do (never the port-out PIN, the ownership or the CPNI choices), writes the permission with its scope and the date to the account in the BSS, the system of record, so the stores, the contact center, the app and the AI assistant honor it, notifies the holder of the change, and removes the permission the same way with every credential the user held revoked. Live at AT&T.
Live at AT&TSimpleCallvu moves: chase and verify, write back
Last updated November 7, 2026.
The problem today
The ex-partner was still an authorized user a year after the breakup, and used it to order a phone.
Authorized users are the people the account holder lets act on the account: a spouse paying the bill, a parent managing a child's line, an assistant ordering devices. The permission is set by an agent from a description, lives in a note or a flag, and is read differently by the store, the contact center and the app. Removal is forgotten. The user with yesterday's permission orders today's device, or changes the SIM.
The CPNI rules require the account holder to be authenticated before account changes and notified of them, and the authorized user's own access to be authenticated; the SIM swap and port-out rules make the question of who may change a SIM or request a port a matter of record; the carrier's policy sets the permission levels and what an authorized user may never do. The permission is a scoped record with a date, and every channel must read the same one.
A permission the holder set, with a scope, that every channel reads, is the only kind worth having.
How it runs
From the requestto the system of record.
The account holder asks to add, change or remove an authorized user, in the app, the website, the contact center, a store or through an AI assistant. Callvu opens the change on the account.
- Account holder
- Authenticates, names the user, sets the permission level, and receives the change notice.
- Authorized user
- Sets their own credentials for their own access, and is told their permission and its limits.
- Agent or AI assistant
- Starts the request and sees the permission, never the credentials.
- Callvu
- Authenticates the holder, chases the details, applies the policy, writes the permission to the BSS, notifies and revokes on removal.
Chase and verify the holder and the user
The account holder is authenticated with a secure method (a one-time passcode to the device on file, an app approval, the account PIN on a secure screen, or an in-store identity check); the user's details are captured (the name, the contact, the relationship, and the identity verification where the policy requires it for permissions that can cost money or change lines); the permission level is chosen from the policy's levels with a plain description of what each allows.
Apply the policy's limits
The policy's limits are applied by rule: an authorized user may never set or see the port-out PIN, change the ownership, make the CPNI marketing choice, add other users beyond the policy, or change the holder's credentials; a request for a permission above the policy's standard levels (full management on a business account, SIM change rights for a line other than the user's own) goes to the account desk in the Decision Desk with the request and only the allowed outcomes.
Write back
The permission with its scope (the lines, the actions, any spending limit), its effective date and the holder's authentication is written to the account in the BSS, the system of record, and published so the stores, the contact center, the app and the AI assistant honor exactly that scope; the user sets their own credentials for their own access through the credential process and is told their permission and its limits.
Notify and remove
The holder receives the change notice at the address of record (without the credentials); a removal is taken the same way with the holder authenticated, written to the BSS at once with every credential and session the user held revoked, and the holder notified; the policy's periodic reminder lists the authorized users for the holder to confirm.
Where it ends: The permission was set by the authenticated holder with a scope the policy allows, written to the BSS so every channel reads it, the holder was notified, and a removal revoked everything the same day. The Decision Trace shows the authentication, the permission scope and any decision; the Audit Trace shows the request, the write, the notice and any removal with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; the holder authenticates and sets the permission on a secure screen; the user sets their own credentials on theirs.
The back office
The account desk decides only permissions above the standard levels; every channel reads the one record.
The Decision Desk
- A permission above the policy's standard levels goes to the account desk in the Decision Desk with the request and only grant, grant a reduced scope, or deny with the reason.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What can an authorized user do?
What the holder granted from the policy's levels (view, pay, manage features, manage lines, order, SIM change rights on their own line); never the port-out PIN, the ownership, the CPNI choices or the holder's credentials.
Does every channel see the same permission?
Yes. It is one record in the BSS published to the stores, the contact center, the app and the AI assistant, with the scope and the date.
How is a user removed?
By the authenticated holder, in any channel; the removal is written at once, every credential and session the user held is revoked, and the holder is notified.
Related processes
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