Overview
When a Risk Rule fires on an Engage request, it can automatically ask your client for more information, for example a second identity document. If the automated action is not appropriate for a particular request, you can suppress the automated checks from the request review screen instead of letting them run. At the same time, you can ask your client to upload a different document, either instead of the one the rule requested or as well as it.
Before you start
Before you begin, make sure you have:
Risk Rules enabled on your account. If you're interested in Risk Rules and it's not yet set up for your firm, contact your Customer Success Manager.
Permission to review Engage requests. See How to review and sign off an Engage request for the review screen this feature is used from.
How to suppress an automated check
Open the Engage request and find the step showing an "Awaiting resubmission" status. This appears where a Risk Rule has asked the client to resubmit a step or provide more information, for example "We've asked the client to resubmit the proof of address step."
Select Suppress automated checks on that step.
In the Suppress automated checks? window, read the warning. It explains that the rules engine will be turned off for this request, that any rules which would have fired will no longer re-open steps or ask the client for more, and that the request will complete as Consider for an analyst to review.
Enter your reason in the Reason for suppressing field. This is mandatory. Your reason is recorded against the request for audit.
If you also want to ask the client for a different document, instead of or as well as the one the rule requested, set a title and description for the new document request. The title becomes the step title your client sees, and the description explains what you need from them, for example a title of "Utility bill" with a short description of what to upload.
Select Suppress checks to confirm.
What happens next
The rules engine is switched off for this request. Any Risk Rules that would otherwise have fired no longer re-open steps or ask the client for more information, and the request completes as Consider for an analyst to review. Suppressing the check, and the reason you gave, are recorded against the request's audit trail.
If you asked for a different document, this is added to the request as a new step. Your client sees it with the title and description you set, and uploads the document in the same way as the rest of the request.
If the original requirement is met anyway, for example another document or check ends up satisfying the same underlying requirement, Legl automatically resolves that outstanding step for you and the application completes normally. You do not need to take any further action.
What your client and reviewer see
Your client sees any additional step you requested, with the title and description you set, and completes it the same way as the rest of the request.
Once complete, the request shows as Consider for an analyst to review, alongside your other requests needing attention.
Under Full application details, the reviewer sees the original documents and checks together with any document requested through the additional step.
Important information
Risk Rules must be enabled on your account to suppress an automated check. Contact your Customer Success Manager if you're interested.
Suppressing a check turns off the rules engine for that request only. It does not change your firm's Risk Rules configuration.
The reason you give for suppressing is mandatory and is recorded against the request for audit.
Requesting a different document is optional, and can be used instead of, or in addition to, suppressing the original check.
If you need more help
If you have a question about suppressing an automated check, contact our Support team.