What a blended journey is and when you would use one

How to use Force Complete to close down an in-progress Engage request and stop reminder emails

When to send a follow-up workflow rather than amend an existing request

Running an In-Person CDD on a client's behalf, including with ID, without ID (UK residents only), watchlist screening, financial screening, and proof of address

Best practice for ID uploads, including why a photograph is required rather than a scan or printed copy

How visual verification replaces the biometric selfie video when you run CDD on a client's behalf

Taking a telephone payment in person or over the phone, including the suggested client script and compliance notes

Managing blended journeys for business clients, including associating individuals with a business contact

Keeping your Engage data clean by closing down in-progress and ready-for-review requests in bulk

Use Force Complete to close down partially completed requests. When a client completes some steps digitally but finishes the rest another way, Force Complete returns everything they have completed, closes any outstanding steps, and stops further reminder emails. The request then moves to Ready for Review and should be marked as reviewed internally as normal.

Run an In-Person CDD when you are completing the check on the client's behalf. This covers scenarios where the client is in the office, on a video call, or has emailed a photo of their ID. You can choose from In-Person CDD (with ID), In-Person CDD without ID for UK residents only, standalone watchlist screening, standalone financial screening, or standalone Proof of Address.

Always upload a photograph of the ID, never a scan or printed image. All four corners of the document must be visible, with no glare or shadows. Driving licences need front and back, passports need the picture page only. Scanned or photocopied IDs will return a Consider result.

Visual verification replaces the biometric selfie video. Because the client is not completing the check themselves, you confirm whether you have visually verified them in person, via video call, or similar. If you cannot confirm this, the result is returned as Unconfirmed and should be factored into your risk assessment.

Telephone payments work whether the client is on the phone or in the office. The flow pre-fills contact details, provides a suggested client script, and supports both client and office accounts. Pause any call recording before taking card details over the phone to stay compliant with PCI requirements. Receipts are emailed automatically, or you can use a centralised firm email address and print a copy for clients who do not have email.

Keep blended business journeys joined up using the Contacts page. Once you have completed individual screenings, associate them back to the business contact and confirm their relationship (for example, Person with Significant Control). The business contact then shows all associated activity in one place, with a full audit trail.

Close down stale requests to stop reminder emails. If a client has completed CDD or paid another way but the original request was never closed, they will continue to receive reminders. Use the contact page to spot stale requests, or close down in bulk from Engage, then Individuals, filtered to Sent requests. A monthly cleanup keeps your data tidy and reduces noise for clients and your team.