Case Management
Introduction
Case Management is where your team triages, investigates, and closes journeys and screening results that need a human review. Cases can be created in three ways: automatically from AML screening, automatically from the Decision Engine, or manually from any journey.
The Case Manager is the shared workspace for all three. Every case carries the full journey detail and lets analysts record their findings and reach a decision.
The Case Manager workspace
The main view lists every flagged case in the system alongside the customer name. From here you can:
- View all flagged cases at a glance, with the customer name.
- Filter the queue by assignee or date so each analyst can focus on their own workload.
- Select multiple cases and export them as a single file for offline review.
- Select multiple cases and submit observations in bulk when several cases share the same outcome.
- Open any case to see the complete journey detail and submit observations.
Cases are assigned to designated team members. A user with a restricted role only sees the cases assigned to them, keeping each analyst's queue focused.
How a case is created
Manual review — Mark as Case
Any journey can be sent for manual review, regardless of its outcome.
- Open the journey in the dashboard.
- Select Mark as Case (top right of the journey view). The journey moves to the Case tab.
- Apply a Risk Level and a Category, and assign the case to a team member.
- The assigned analyst reviews the journey, records observations, and approves or rejects the case.
The available Categories and case Status definitions used during this conversion are configurable in General Settings.
Automatic — AML screening
When an AML screening produces one or more matches above your configured threshold, the system flags the case automatically and adds it to the Case Manager. No manual action is required.
For AML-flagged cases, the case report lets analysts:
- Review match details, including fuzzy scores and field-level matching.
- Use Generate AI Summary for a plain-language briefing of the match.
- Submit observations and record a decision of False Positive or Match Confirmed.
Automatic — Decision Engine
When the Decision Engine is enabled on a flow, a completed journey receives a KYC decision, and your Case Routing configuration decides which decisions automatically create a case. See Decision Engine and Automatic Case Routing for details.
Investigating and closing a case
Open a case to view the full journey detail and any match information. Record your findings as observations, then reach a decision on the case. Where several cases share the same outcome, use bulk observations to close them together.
All case activity is captured in the dashboard audit logs for compliance review.