Case Management and Decision Engine
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.
Decision Engine
Introduction
The Decision Engine derives a final KYC decision for a journey from the results of the modules already running in your flow — Document Analysis, AML Screening, and Biometric Verification. Instead of reading each module result yourself, the engine consolidates them into a single outcome: Approved, Rejected, or Review Required.
The Decision Engine is optional and configured per flow.
Enabling the Decision Engine
The Decision Engine is available in Flow Settings as an On / Off toggle, disabled by default. Turn it on for any flow where you want automated KYC decisions. This follows the same configuration pattern as Selfie Analysis.
Enabling the engine introduces decision-based outcomes in addition to the existing operational journey statuses. Your journey status (In Progress, Completed, Abandoned, and so on) is unchanged; a new decision value is returned alongside it, and both are stored.
Decision inputs
The engine reads the results your enabled modules already produce:
Module | Signal used |
|---|---|
Document Analysis | Overall document status: TRUE, FALSE, or REVIEW. In multi-document flows, Document 1 and Document 2 statuses are read separately. |
AML Screening | Match Found (True / False), evaluated against your configured threshold. |
Biometric Verification | Face Match result, Passive Liveness result, and Deepfake result (when the deepfake check is enabled). |
Deepfake handling:
- AI Generated → Auto Reject
- Inconclusive → Review Required
- Genuine → Auto Approve
Decision outcomes
Approved — all enabled checks pass.
Document = TRUE, Face Match = Pass, Passive Liveness = Pass, AML Match = False.
Review Required — an enabled module returns a review state or needs manual verification.
Document = REVIEW, or an AML match below threshold, or a module flagged for manual verification.
Rejected — a critical check fails, per your configuration.
Document = FALSE, Face Match = Fail, Passive Liveness = Fail, or AML Match = True.
Which checks are treated as critical for a rejection is configurable to match your risk policy.
Operational journey statuses continue to be returned exactly as before, alongside the new decision.
Automatic Case Routing
Introduction
Automatic Case Routing connects the Decision Engine to Case Management. Once a journey has a KYC decision, routing decides which decisions should automatically create a case for investigation — removing the need to open each journey and mark it as a case by hand.
Configuration
Case Routing is configured in General Settings. Choose which decision outcomes should automatically create a case:
- Review Required
- Rejected
- Approved
The Decision Engine (in Flow Settings) determines the outcome; Case Routing (in General Settings) determines which outcomes become cases. The two are configured independently, so you can enable decisions without routing every outcome into the queue.
How routing works
Auto-created cases appear in the Case Manager alongside manually created and AML-flagged cases, and are investigated the same way.
Reviewing and overriding a decision
An investigator opens the auto-created case, reviews the linked journey, and can override the final decision where the evidence supports it. Every override is recorded in the audit log, capturing:
- User
- Timestamp
- Original decision
- Overridden decision
- Reason for the override
This gives you a complete, auditable trail from the automated decision through to the investigator's final call.