Manual Review
Manual review is the human-in-the-loop safety net. When a verification is too ambiguous to accept or reject automatically, it lands in the Review state and waits for an operator to decide — rather than being auto-rejected and losing a genuine customer.
What reaches review
- A Trust Factor result in the "review" band (e.g. a borderline liveness or match score).
- A duplicity check hit that needs judgement — a possible twin, name change, concurrent onboarding, or a face that is only similar to a blocklisted person.
Review cases surface in the dashboard queue and are worked from the Digital Identity detail.
Resolving a review
| Decision | Who | Result |
|---|---|---|
| Accept | Operator, Supervisor, Administrator | The verification passes; records are created/updated per the workflow. |
| Reject | Operator, Supervisor, Administrator | The verification fails and is recorded as a failed attempt. |
Reviews that are never actioned are auto-rejected after a configurable number of days, so nothing sits unresolved indefinitely.
Resolving duplicates
When a verification has duplicity check hits, the operator resolves them in the Duplicates tab:
| Action | Meaning | Available when |
|---|---|---|
| Resolve as Unique | Confirm this is a distinct, new person — create a new Customer. | The identity is Accepted. |
| Merge with Selected duplicate | The selected hit is an existing Customer — link the attempt to them. Works for hits found by the face search and by the document search. | The identity is Accepted. |
| Merge with Blocklist | The selected hit is a blocklisted person — link the attempt to that blocked Customer, without creating a new blocklist entry. | The identity is Rejected. |
| Put as new on Blocklist | Create a new blocked Customer from this attempt and add it to the Blocklist (Supervisor, Administrator). | The identity is Rejected. |
When the hit is a concurrent in-flight verification, resolving one case also settles the other so two records are never created for the same person. When an identity that is still waiting for review is rejected or anonymized, its hit is removed from every later attempt that matched it; a later attempt left with no hits becomes Unique.
Supervisor escalations
Some actions are reserved for Supervisors and Administrators and require confirmation because they are consequential or irreversible:
- Reset to Review — reopen an already Accepted or Rejected verification.
- Put on Blocklist — block a person so that later verifications are matched against the Blocklist, by face (with the 1:N add-on) and by document data.
- Anonymize — irreversibly erase a person's data (GDPR).
Auditing
Every review decision is recorded in the audit log with actor, timestamp, reason, and a before/after diff, and can be delivered to the Company's backend as a record-action webhook.