Add photo ID verification to a Workflow

The Photo ID verification Workflow step enables you to verify a customer’s identity using a photo ID document such as a driver’s license or passport.

It performs the following core validations:

Document type validation (classification) – Ensures that the uploaded document matches the expected type
Document authentication – Verifies that the document is authentic and not tampered with

Based on these validations, the step determines whether the verification passes or fails, allowing the Workflow to continue along the appropriate path.

Photo ID verification diagram of Fail and Pass paths

These validations are supported by built-in guidance and processing that help customers complete the step successfully while maintaining verification quality. For example:

Retry on incorrect document – If an incorrect document type is uploaded, the customer can retry with the correct document
Verification signals for Workflows – Classification results, authentication outcomes, and consent signals can be saved to Attributes for use in downstream Workflow logic

Additional capabilities—such as selfie comparison, consent tracking, and handling of expired documents—can be configured as described below.

Example scenario: Route customers based on verification outcome

A business configurator at a digital bank is setting up an onboarding Workflow for new customers.

During onboarding, some customers may upload a document that does not match the requested type, or a document that fails authentication.

The configurator adds a Photo ID verification step and connects it to the next steps in the Workflow:

Pass path – Customers whose documents pass classification and authentication continue to the next step in the onboarding process
Fail path – Customers whose documents fail verification are routed to an alternative step, such as retry, additional verification, or manual review

To support this, the configurator enables:

Retry on incorrect document – Allows customers to correct their submission before the step fails

In the Workflow:

Successful verifications proceed automatically through the pass path
Failed verifications follow the defined fail path, ensuring that these cases are handled explicitly rather than stopping the flow

Optionally, verification outcomes—such as classification or authentication results—can be saved to Attributes and used later in the Workflow (for example, to trigger additional checks or reporting).

Add a photo IDV step to a Workflow

Before adding a photo ID verification step, see Create Document Requests to create and configure a photo ID Document Request.

Drag the Photo ID verification element from the left pane.
The Photo ID verification dialog box opens.
Select one or more of the photo ID verification documents:
- Selecting more than one document enables the customer to choose one of the options.
- Verification is performed on only one of the documents.
Click Done.

Configure the Photo ID verification step

Select the Photo IDV step to reveal the properties panel on the right of the Workflow canvas.

Configure the following settings:

Step name

Edit the name of this step. This name appears in the collaboration session UI for the agent and customer.
A clear, descriptive name helps distinguish this step within the Workflow and during the session.

Edit list

Remove or add document types to the step.
This defines which document options are available to the customer (for example, allowing either a driver’s license or passport).

Save classification validation result to Attribute

Select a Boolean Attribute to store whether the uploaded document matched the expected type.
This can support reporting or enable logic based on incorrect document submissions later in the Workflow.

Save authentication result to Attribute

Select a Boolean Attribute to store whether the document passed authentication.
This is typically used when verification outcomes need to influence later steps or be tracked.

Fail expired document

Turn on the toggle to fail the step when an expired document is detected.
Relevant for flows where document validity is required, such as regulated or higher-risk processes.

Compare with selfie

Turn on the toggle to require the customer to take a selfie and compare it with the photo ID.
Adds an additional identity check by confirming that the person matches the document.

At the end of each attempt, both the selfie and photo ID images are sent to connected hubs (for example, SFTP), and a Storage completed webhook event is triggered.
For more information, see Storage Solutions.

Save biometric consent result to Attribute

Select an Attribute to store whether the customer provided biometric consent (available only if Compare with selfie is enabled).
Useful for compliance tracking or handling cases where consent is declined.

Enable photo ID download

Turn on the toggle to allow agents to download the photo ID image.
Supports scenarios where agents need to review or retain the document outside the session.

No mobile device path

Turn on the toggle to create an alternate path for customers without a mobile device (see Customers who join the session from a computer).
Ensures the flow can continue even when mobile-based capture is not available.

Duplicate or delete the step

To duplicate or delete the photo IDV step, select it and use the toolbar to select the relevant action.

Note
To configure attempt settings for photo ID verification, see Customer authentication.

Connect the step

Connect the Photo ID element to one element for a Pass result and one for a Fail result.
Tip
If you would like the Workflow to advance to the same step regardless of the verification result, connect both the Pass and Fail connections to the same step.

Customers who join the session from a computer

Photo IDV can be performed only from a mobile device. If the customer joins from a computer or laptop they cannot proceed with the Workflow.

The following are options to consider when designing a Workflow for customers who join the session from a computer:

Customer requests a new invitation

In a typical IDV step with only a pass or fail outcome, the customer encounters the message below if they entered the session from a computer. They can then click Send me a new invite to receive another invitation for joining the session from their mobile device.

Note:
“Send me a new invite” button will appear only if the session holds the customer’s email.

Including a “no mobile” option

If you regularly have customers who do not own or do not have access to a mobile device, you can add a “no mobile” option to the Photo IDV step.

To include a “no mobile” option in an IDV Workflow step:

After adding the IDV step to the Workflow select the IDV item and click the edit icon.
In the dialog box, select Allow ‘no mobile’ device path and click Done.
Connect the Photo ID verification item to the next step in your Workflow and, in the dialog box, select the No mobile device path.
Tip
You can make the next step a standard Document Request step and manually check the customer’s uploaded ID.
Click Connect.

The “no mobile” option is included in your Workflow.