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Onboard / Activate

KYC/KYB onboarding with document chase

A new customer uploads their documents and gets verified while they still care — and when something is missing, the agent chases it until the file is complete.

Close the loopNext best thingSystem triggerBehavioral triggerChatEmailIn-appVoiceFintech

What it does

Verification-heavy onboarding is where eager new customers go to wait. Documents sit in review queues, one stale proof of address stalls an account opening for days, and a share of applicants quietly gives up before anyone notices. The agent reads submitted documents the moment they arrive, extracts and verifies the details against policy and registry data, and routes verified customers straight to onboarding — only genuine edge cases reach a human, as a drafted decision ready to approve. When something is missing or out of date, the agent emails the applicant exactly what is needed and resumes the journey on reply.

How it works

  1. 1
    Trigger. the onboarding flow fires document_submitted or verification_pending, or an application has been sitting on a missing requirement.
  2. 2
    Decision. the agent extracts the details from each document, checks them against the KYC/KYB policy and external registries, and classifies the case — clear pass, missing or stale document, or edge case. Every check is logged for audit.
  3. 3
    Action. clear passes are routed straight through to an active account. For incomplete files, the agent sends a specific chase by email — which document, why, and how to send it — and picks the conversation back up the moment the applicant replies. Edge cases land in the review queue as a drafted decision with the evidence attached, for a human to approve rather than research from scratch.
  4. 4
    Follow-through. reminders stop the instant the document lands; if the applicant comes back through chat or a call first, the pending chase is cancelled rather than arriving stale. Outcomes and the full decision trail write back to the case record.
Example
AgentThanks — your certificate of incorporation and director details check out. One item is still open: the proof of address on file is older than your policy allows. Reply with a current statement or utility bill and I'll finish your verification.
CustomerHere's our latest utility bill — attached.
AgentThat works. Your business is verified and your account is active. Next step is adding your first team member — want me to walk you through it?

Configuration

How the agent is wired for this use case.

Triggerthe onboarding flow fires document_submitted or verification_pending, or an application has been sitting on a missing requirement.
Tools & actions
  • Identity/business-verification provider · extract details from each submitted document and verify them against the KYC/KYB policy.
  • Company registries · check extracted details against external registry data.
  • Messaging channel · send a specific chase (which document, why, how to send it) and pick the conversation back up on reply.
  • Case-management system · route clear passes straight to an active account, land edge cases in the review queue as a drafted decision with evidence attached, and write the full decision trail back.
Autonomyextraction, verification, clear-pass routing, and chases run unattended; under the KYC/KYB policy class a human approves every edge-case decision, every check is logged for audit, chase messages clear a quality judge, and stale reminders are cancelled.
Channelschat · email · in-app · voice
Escalationedge cases land in the review queue as a drafted decision for a human to approve rather than research from scratch.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

document_submitted, verification_pending, and stalled-application events from the onboarding flow.

Data

the application record, submitted documents, the verification policy, registry lookup access, applicant contact details and consent state.

Guardrails

a human approves every edge-case decision; a full audit log of every check and outcome; judge review of outbound chase messages; frequency caps on reminders; stale-outreach cancellation.

Metrics it moves

  • application-completionup, because applicants stop abandoning while a vague "we need more documents" email sits unanswered; the chase is specific and immediate.
  • time-to-resolutiondown, clean cases route straight through instead of waiting for a reviewer to pick them up.
  • activation-rateup, customers reach a working account while the intent that made them apply is still warm.

Related use cases

Onboard / Activate

Conversational intake and eligibility check

the guided step before documents are submitted

Onboard / Activate

Back-office event conversation resume

reopening the journey when an async decision lands

Convert

Abandoned-application completion outreach

the rescue when the applicant, not the verification, stalled

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

Book a demo