Chatbots
Torq's self-service chatbots let employees report issues, take security actions and receive guidance directly inside everyday communication tools.
The challenge
Security and IT teams field a constant stream of low-complexity requests, from password resets to questions about a suspicious email, that still need a fast, correct response. Routing every one of these through a ticketing queue slows users down and consumes analyst time on repetitive work.
Torq's chatbot use cases put a self-service layer inside the tools employees already use, handling common requests conversationally while keeping higher-risk actions subject to human-in-the-loop authorisation.
Published sub-use cases
Report Suspicious Emails With Ease
Embeds reporting directly into Slack, Microsoft Teams, Discord and similar tools, making it simpler for employees to flag suspicious emails and measurably increasing how often they do so.
Free Up SOC Analysts and Respond to User Requests in Record Time
Lets the chatbot carry out routine actions such as resetting passwords, revoking access or triggering a malware scan directly, with optional human approval for higher-risk steps, cutting the time users wait for resolution.
Security Alerts and Notifications
Notifies users conversationally about relevant security events, such as a suspicious login or detected malware, and provides clear next-step guidance rather than leaving them to interpret a technical alert.
Security Management
Walks users through securing their own devices, for example enabling encryption or installing required security software, in line with organisational policy.
Multi-Factor Authentication Management
Helps users set up or troubleshoot multi-factor authentication directly through chat, reducing the number of MFA-related tickets that would otherwise reach the helpdesk.
Security Training and Awareness
Delivers short training modules or reminders inside the tools employees already use daily, keeping security awareness front of mind and supporting ongoing compliance efforts.
Core capabilities
Native chat platform integration
Operates within Slack, Microsoft Teams, Discord and similar tools.
Human-in-the-loop authorisation
Allows higher-risk actions to require explicit approval before execution.
Self-service action execution
Carries out password resets, access changes and scans directly from chat.
Contextual notifications
Delivers security alerts with plain guidance rather than raw technical detail.
Embedded awareness content
Surfaces training and reminders inside everyday communication channels.
Resolving an MFA lockout without a helpdesk ticket
An employee is locked out of their account after losing access to their MFA device. Instead of filing a ticket and waiting for IT to respond, they message the Torq chatbot in Teams, which verifies their identity through a secondary check, walks them through re-enrolling a new MFA device, and logs the action for the security team to review. The employee is back in their account within minutes, and the helpdesk avoids a ticket it would otherwise have had to triage manually.
- 1Employee raises the issue directly with the chatbot in Teams or Slack
- 2Chatbot verifies identity and guides re-enrolment of MFA
- 3Action is logged automatically for security team visibility
Expected outcomes
- Reduced helpdesk ticket volume for routine identity and security requests
- Faster resolution times for common employee-facing issues
- Higher rates of suspicious email reporting
- More consistent delivery of security awareness content
How CyberLane helps
CyberLane advises on which employee-facing requests are safe to automate through a chatbot, where human approval should remain mandatory, and how chatbot actions should be logged and reviewed to satisfy internal audit and governance requirements.
- Chatbot use-case prioritisation against helpdesk ticket data
- Human-in-the-loop approval design for higher-risk actions
- Chat platform integration planning
- Governance and audit logging recommendations
CyberLane is independent and works on the decision rather than the deployment. Product-specific delivery is coordinated with the vendor or a qualified implementation partner.
Official vendor sources
Capability descriptions are based on the vendor's published materials; CyberLane's wording is independently written.
Evaluating Torq for Chatbots?
We start with an independent conversation about where your exposure actually sits, before any technology decision is made.