During a Lightico session, you can request supporting documents from a customer—such as ID cards, bank statements, or utility bills. When the customer opens a Document Request interaction, they can either upload a file or, if on a mobile device, take a photo of the document directly.
Document Requests can be added as steps in a Workflow or used as stand-alone interactions via the agent console or API. When used in a Workflow, Lightico can also authenticate photo IDs and extract key data automatically.
Document Request shown in the customer UI
Document Request categories
Every Document Request in Lightico must belong to a category. Categories help organize and visually distinguish the types of Document Requests that you create in the following areas:
Document Requests page - Click a category in the Categories pane to filter the Document Request list by category.
Workflow builder - When you add documents to a Document Request step, you can filter the documents by category.
Create new categories
Categories can be created in the Admin Center and may include examples like “Personal ID” and “Financial”.
To create a Document Request category:
In the Admin Center home page, click Document Requests.
In the Categories pane on the left, click New category.
The Create category dialog opens.In the Category name field, enter a name for the category.
In the Category code field, enter a string of lower-case letters and underscores (optional), without white spaces.
Select an Icon to associate with this category.
Click Save.
Edit a category
To edit a category:
Hover over the category and click the edit icon.
Note
You cannot edit the category code.
Delete a category
To delete a category:
Hover over the category and click the delete icon.
Note
A category that contains documents cannot be deleted.
Copy a category code
You may need to copy the category code for inclusion in an API endpoint.
To copy a category code:
Hover over the category and click the copy icon.
Document Request types
A document type defines the specific document a customer is required to provide—such as a driver’s license, passport, or bank statement. Each type is grouped under a category (see above) to keep your document requests organized and easy to manage.
Add document types
To add a document type:
In the Admin Center home page, click Document Requests.
Click New document in the top right corner.
The Create document dialog opens.In the Document name field, enter a name that describes the document.
This is the name that will appear for the customer in the session.Tip
When you add a Document Request step to a Workflow, you can add a description to each document. See Add Document Requests to a Workflow.
In the Document code field, enter a string of lower-case letters and underscores (optional), without white spaces.
From the Category dropdown, select a category to associate with the document.
Note
To add Photo ID authentication and data extraction, select the Photo ID category. For more information, see Configure Photo ID Authentication and Data Extraction below.
Click Save.
Edit the document name
Double-click the document in the list, in the Edit document dialog - edit the name, and click Save.
Delete the document
Hover over the document in the list, click the options menu and select Delete.
Configure photo ID verification and data extraction
If you have photo ID verification activated in your account, you can configure the following features for this type of Document Request:
Verify the authenticity of the photo ID.
Verify the customer identity by comparing the photo ID to a selfie.
Extract data from the photo ID.
For example, if you require a US driver's license from your customer, Lightico can verify that the submitted document matches the characteristics of a US driver's license. The customer can then take a selfie and Lightico will compare it to the photo on the driver's license. In addition you can also extract data such as name, date of birth, and address from the photo ID and bind the data to specific Attributes.
This section explains how to configure verification and data extraction for a photo ID Document Request. To use this feature in a Lightico session, you'll need to add the Document Request to a workflow (see Create workflows).
To configure photo ID authentication and data extraction for a photo ID Document Request:
In the Lightico Administration page, in the left pane, click Document Requests > Documents.
Click Add Document in the top right corner. The Add Document dialog box opens.
From the Category Name list, select Photo ID.
The Advanced processing options are displayedIn the Document name box, enter a name for the document you will be requesting (for example, Driving License or Passport). This is the name that the agent and customer see in the session.
In the Document code box, enter a string of lower case letters and underscores (optional), without white spaces. This code identifies the Document name when using the API.
Under Advanced processing, select the Photo ID authentication checkbox.
Select an option from the Document type dropdown. This defines the type of document for the authentication system.
Under Scan Sides, select whether the customer is required to scan Front only of the photo ID or Front and back.
Select the Data extraction checkbox.
Map the relevant Attributes in the Bound Attributes section. These Attributes can be used in the context of a workflow to populate data that was extracted from the document in a subsequent step, such as a Form.
At the bottom of the window, click Save.
Photo ID authentication and data extraction are configured.
AADMV verification
You can add an additional layer of authentication for US driver's licenses by having the license checked against AAMVA registered information.
To activate this feature, please speak to your Customer Success representative.
To create a Document Request for a US driver's licenses with AAMVA verification:
Select the AAMVA Check checkbox.
