Automate IXC Trust Unlock Without Opening the System

The Bottleneck of Manual ISP Interventions

It is a Saturday night. A customer's internet connection drops due to an unpaid, overdue invoice. They urgently need to finish a project, but your ISP’s billing department is closed until Monday.

This is where the Trust Unlock (desbloqueio de confiança) feature becomes a lifesaver for Internet Service Providers (ISPs). It restores the connection temporarily, keeping the customer happy while giving them time to pay.

However, relying on human agents to manually execute this process is slow, expensive, and prone to errors. When you depend on manual work, an agent must log into the IXC Provedor system, search for the client, verify their payment history, and apply the unlock. This repetitive task consumes valuable support time.

By embracing true process automation (automação de processos), you can eliminate this friction entirely. You can effectively connect your ERP to service agents to handle these requests instantly, 24/7, without human intervention.

Step-by-Step: Automating Trust Unlock via API IXC

How exactly does a chatbot or AI agent perform a Trust Unlock without anyone opening the system? The secret lies in a well-structured integration. Here is the exact workflow you can implement:

1. Instant Customer Validation

When the customer reaches out via WhatsApp complaining about a blocked connection, the AI immediately asks for their CPF or CNPJ. It cross-references this data directly with your ERP database.

This ensures that the person requesting the service is actually the account holder. It adds an immediate layer of security before any system changes are made.

2. Checking Eligibility and Business Rules

Not every customer deserves an emergency unlock. Through the API IXC, the AI checks your specific business rules (regras de negócio) in real-time.

For example: Has the customer already used a trust unlock this month? Are they blocked for more than 15 days? Do they have a history of defaulting? The AI evaluates these exact parameters in milliseconds.

3. Executing the Unlock Command

If the customer passes the eligibility check, the AI sends a secure POST request directly to the system. It activates the unlock for the predefined period—such as 48 or 72 hours.

The internet connection is restored automatically on the network equipment, often before the customer even closes their WhatsApp chat.

4. Logging the Interaction

Every action in your ISP must be recorded to maintain an audit trail. The AI automatically generates a support ticket or adds an observation to the customer's profile in the ERP.

Your management team maintains full visibility over the action without lifting a single finger or opening a single tab.

Prioritizing Data Security (Segurança de Dados)

One of the biggest concerns for ISP owners is giving support agents too much access to the billing ERP. Mistakes happen, and unauthorized unlocks can lead to severe revenue loss.

By automating the process, you drastically improve your data security (segurança de dados). The AI strictly follows the programmed parameters. It cannot be manipulated, bribed, or tricked into bypassing the rules by an angry customer.

• No administrative access required: Your frontline agents don't need high-level ERP permissions.
• Zero bypasses: The API strictly enforces the maximum number of days and unlock frequencies.
• Encrypted communication: Data travels securely between the AI platform and the IXC server.

Automation means less human access, which naturally translates to fewer mistakes and significantly lower operational risk.

Scaling Your Regional ISP with Automation

Regional ISPs thrive on excellent customer service. When you automate repetitive tasks like the Trust Unlock, you free up your human team to handle complex technical support, retention strategies, and new sales.

Beyond unlocks, you can also automate IXC debt inquiries with AI. This allows customers to receive their duplicate bills (segunda via) and PIX codes instantly, reducing default rates.

These integrations are just a few AI use cases in customer service that directly impact your bottom line. Automation reduces operational costs, boosts customer retention, and modernizes your entire operation.

Frequently Asked Questions

Can I customize the business rules for the Trust Unlock?

Yes. The API respects the exact configurations you already have set up in IXC Provedor. You define the maximum days of unlock, the frequency allowed per customer, and the specific eligibility criteria directly in your ERP.

Does this integration compromise my ISP's data security?

Not at all. Automation actually enhances your data security. Since the AI communicates via secure, encrypted API endpoints, your human agents don't need administrative access to the ERP, reducing internal risks.

What happens if the customer is not eligible for the unlock?

The AI agent will politely inform the customer that they have reached their limit or do not meet the criteria for a trust unlock. It can then automatically offer to send a PIX copy-paste code to settle the outstanding invoice immediately.

Do I need to keep the IXC system open on a computer for this to work?

No. The integration runs directly server-to-server via the API IXC. You can automate the entire process 24/7 without ever opening the system interface manually on a local machine.