Add or remove an authorized contact

How do we let an account holder add or remove a person who may act on the account, with consent captured and the permission written to CIS?

Make the permission a verified, scoped instruction. Callvu identifies the account holder with the verification a high-risk change warrants, prefills the account and the current authorized contacts from CIS, takes the person's details and the scope the holder grants (information only, payments and arrangements, service changes, everything but a transfer of responsibility), captures the holder's consent and the disclosure that the person can act within that scope, notifies the contact being added or removed, routes a scope the policy reserves or a holder who cannot be verified to the service desk in the Decision Desk, and writes the permission with its scope and start date to CIS so every channel honors it.

In scopeSimpleCallvu moves: prefill, write back

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Last updated November 7, 2026.

The problem today

The daughter who paid her mother's bill for years was refused information by one agent and allowed to change the service by another.

Today, without Callvu

Many accounts are managed by someone other than the holder: an adult child for a parent, a spouse, a property manager, a caregiver. Without a recorded permission, every contact is a negotiation with the agent on the line, and the result depends on the agent. Without a scope, a permission to discuss the bill becomes a permission to move the service. Without notification, a permission added by a fraudster is never seen by the holder.

The commission's rules protect account information to the customer and those the customer authorizes; the utility's policy defines the scopes a holder may grant and what only the holder may do (transfer responsibility, close the account); the Red Flags program treats an added contact as a change to verify and to notify. The permission belongs in CIS with its scope, where every channel can read it.

A recorded permission with a scope makes the caregiver's call easy and the fraudster's hard.

How it runs

From the requestto the system of record.

An account holder asks to add or remove an authorized contact in any channel. Callvu verifies them and opens the change.

Account holder: Verifies identity, names the person and the scope, and consents on a secure screen.
Authorized contact: Is notified of the permission and its scope, and verifies their own contact details where the policy requires.
Service desk: Decides reserved scopes and verification failures in the Decision Desk.
Callvu: Verifies, prefills, captures the scope and consent, notifies, routes and writes.

Verify and prefill
The holder is verified through the identity verification process at the high-risk level; the account and the current authorized contacts with their scopes are prefilled from CIS so the holder sees who can act today.
Capture the person and the scope
The holder enters the person's name, relationship and contact details, and chooses the scope from the policy's options (information and billing questions only; payments and payment arrangements; service changes such as start, stop and appointments; all account actions except transfer of responsibility and closure), with a start date and, where wanted, an end date; the disclosure of what the person will be able to do is shown and the holder consents.
Decide and notify
A permission within the policy proceeds by rule; a scope the policy reserves (a request to let the contact transfer the account, a commercial account's signatory change), a holder who could not complete verification, or an account with a fraud flag goes to the service desk in the Decision Desk with the request and only the allowed outcomes; the person being added is notified of the permission and its scope (and asked to confirm their contact details where the policy requires), and a removed contact is notified of the removal.
Write back
The permission with the person, the scope, the start and end dates and the consent is written to CIS, the system of record, so the web, the IVR, the AI assistant and the agents all read the same permission; the holder receives the confirmation at the contact on file, and a permission reaching its end date expires by rule.

Where it ends: The holder granted a scoped permission after verification, both parties were notified, and CIS holds the permission every channel reads, with reserved scopes decided by a person. The Decision Trace shows the verification, the scope and any decision; the Audit Trace shows the consent, the notifications and the write 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.

Regulations

State commission rules on customer account information and authorized representatives: The commission's rules and the tariff limit the release of account information and the making of account changes to the customer of record and the persons the customer authorizes; a recorded authorization with its scope is the utility's basis for acting on a third party's request, and the holder alone remains responsible for the account.
FTC Red Flags Rule identity theft program: Adding an authorized user to a covered account is a change the program treats as a point of detection: the holder's identity is verified at the level the change warrants and the holder is notified at the contact on file, so an unauthorized addition is caught.
Powers of attorney and guardianship (state law) as distinct from an authorized contact: An authorized contact acts within the scope the holder grants and can be removed by the holder; a legal representative under a power of attorney or a guardianship acts under the document's authority through its own process, which the classification routes to where the document is presented.

Company policies

Only the verified holder grants or removes a permission; a request from the contact themselves is not enough.
Every permission has a scope from the policy's options and a start date; reserved scopes are decided by the service desk.
Both parties are notified; the holder's confirmation goes to the contact on file.
CIS is the system of record for the permission, read by every channel.

Controls

High-risk verification of the holder.
Prefill of current contacts and scopes.
Scope selection with disclosure and consent.
Decision Desk for reserved scopes and failures.
Notifications to both parties.
CIS write with expiry by rule.

Clocks and deadlines

Start date: The date the holder chooses, not before the write.
End date: Where set, the permission expires by rule on it.

Documents and checks

The verification record
The permission with the scope and the consent
Any decision
The notifications
The CIS record

In the Decision Trace

The verification and the scope.
Any decision and the person.

In the Audit Trace

The consent with time and channel.
The notifications.
The write and any expiry.

The handoff

Between the front doorand the back office.

The front door

Any channel; the holder verifies and consents on a secure screen.

The back office

The service desk decides only reserved scopes and failures; every channel reads the permission from CIS.

The Decision Desk

A reserved scope, a holder who could not verify, or an account with a fraud flag goes to the service desk in the Decision Desk with the request and only the allowed outcomes.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What can an authorized contact do?

What the holder's chosen scope allows: information only, payments and arrangements, service changes, or everything except transferring responsibility or closing the account.

Can the contact add themselves?

No. Only the verified account holder grants or removes a permission, and the holder is notified at the contact on file.

Is this the same as a power of attorney?

No. A legal representative acts under the document's authority through its own process; an authorized contact acts within the scope the holder grants and can be removed by the holder.

Related processes

Third-party notification enrollment Identity verification before account changes Account name change Contact details and paperless billing changes Try it in the sandbox All utilities processes

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