When a company insists on you

Some companies won't talk about an account without the account holder confirming who they are. Fair enough. Aydria still does the heavy lifting: the phone menu, the hold music, the explaining. You only come in for the part that really needs you.

How it goes

1. Aydria gets through to the right person and explains the case.
2. When the identity check comes, it says "I'll add Sanne to the call now".
3. It rings you. In the desktop app that's a call inside the app; otherwise it calls your phone.
4. Before you're connected, Aydria whispers a five-second briefing that only you hear, like "Ziggo, double charge, they need your date of birth and postcode."
5. You're connected and answer the questions.
6. Aydria stays on the line and carries on once you're done. You can hang up.

You'll see a message first: "Ziggo says they need you on the line. Aydria will call you in — tap to be ready."

If you can't pick up

If you don't answer within 45 seconds, Aydria asks the company for a callback slot or a reference number, ends the call politely and plans a new attempt. You get a Needs you item, so you can say when suits you.

Make it easier

• Fill in your phone number under Settings → Profile, so Aydria can reach you.
• Call me in when identity is needed is on by default in Settings → Calls and voice.
• Set quiet hours for calls to you in the same place.
• Connect your calendar, so Aydria doesn't call you in during a meeting and can suggest better callback times.

What it costs

Nothing extra. You being on the call is part of the case. Talking time counts toward the minutes included in a phone case, like any other call. Hold time stays free.