Overview
When you send an Engage request, you can track its progress in real time and review the results once your client has finished. This guide explains how to monitor a request while checks run, review any items that need attention, sign off the application, and download the report.
Before you start
Before you begin, make sure you have:
Permission to send and review Engage requests.
Video tutorial
1. Track progress in real time
If your client request is showing as In Progress, you can open the request to see how far your client has progressed and which check they are in, for example two of three checks completed. Open the steps panel to see the status of each step, such as basic information, identity, and Proof of Address. Checks that pass are cleared automatically.
ℹ️ Tip
You can click Copy link to view the request from their perspective, or share this with them again directly.
2. Open the request when it is ready for review
At the top of the page you'll see the report status, for example "Ready for review," and the workflow name. Select All Engage requests to go back to the dashboard.
In the top right, select Activity to see the audit trail, or Download report (PDF).
Select Change to reassign the reviewer at any point.
The client card shows their name, address and status, with a Review application button. If a check produced a consider result, it also shows "Attention required."
Below the card you'll see a count of non-conformities, with Full application details on the right to open the full report. Any checks cleared automatically appear in a second card at the end of the page.
3. Review any non-conformities
ℹ️ Important
A non-conformity is a check result that did not pass automatically and needs a person to review it.
The request lists any items that need attention, for example a potential watchlist match. Each shows a "Needs your attention" tag and a short description of the issue.
Select View detail on a non-conformity to open the Full application details page at that section.
Review each result in line with your firm's risk policy, adding any comments using the envelope icon on the card.
Select Mark reviewed to confirm you've reviewed the finding. The card turns green and shows your initials and a timestamp in place of the Mark reviewed button.
4. Review the checks cleared automatically
Select Show all to review the checks that passed automatically.
This means that these checks have passed all criteria and do not require any action from you.
5. Complete the final review
Once every non-conformity has been reviewed, select Review application to sign off the whole application. This is separate from the Mark reviewed button on each non-conformity, which only clears that single finding.
Add any final comments — these are included in the downloaded CDD report, not just logged as activity.
Select Mark as reviewed to confirm. You'll see a confirmation screen showing the application has been reviewed and signed off, with the decision logged to the audit trail.
⚠️ Important
If there are watchlist screening results that have not been reviewed, selecting Mark as reviewed opens the Review watchlist results window. Any unreviewed results will continue to generate monitoring alerts, so we recommend selecting Review results to resolve them first. Select Continue without reviewing to sign off with them left unreviewed.
6. Download your CDD report (optional)
From the confirmation screen, select View report (PDF) to download the report.
Downloading after the review is complete gives you the updated report, including final watchlist match decisions and any comments added during the review.
The status in the header changes from "Ready for review" to "Reviewed." Select Back to the review to return to the request at any time.
7. Review Activity and comments
Select Activity in the top right to see the full audit trail, including who reviewed each area and any actions taken by a risk policy rule.
Use the All, Comments, and Audit tabs to filter the trail — each shows its own count.
Each section of the report also has its own comment icon, showing how many comments already exist on it. Select it to open a comments panel scoped to just that section, where you can read existing comments and add a new one without leaving the page.
8. View the full report
Select Full application details to see every section of the report in one place, for example Basic information, Identity, Documents, Proof of Address, Watchlist screening, and Financial screening — the exact sections shown depend on your workflow.
Each section shows a status dot: orange for needs attention, grey for clear. Select any section to expand it for more detail.
ℹ️ Further guidance
For a full breakdown of what each section covers and what the different results mean, see Understanding your CDD report.
What happens next
When you mark the application as reviewed, it is signed off and the decision is logged to the audit trail.
You can reopen and review the application again if you need to, and you can download the report as a PDF at any time.
Important information
You can track a request in real time and see which check the client is currently completing.
Checks that pass are cleared automatically. Only items that need attention appear as non-conformities.
Non-conformity and Consider results are highlighted for review. Clear results do not require any action.
Comments can be added at section level (scoped to just that section) or as part of the final review — only the final review comment is included in the downloaded PDF.
Unreviewed watchlist screening results will continue to generate monitoring alerts, even once the application has been signed off.
Every action is recorded in the Activity audit trail, including who reviewed each area and any internal comments.
If you need more help
If you have a question about reviewing an Engage request, contact our Support team.