Streamline manual reviews, improve team collaboration, and simplify auditing, all within the Plaid Dashboard.
We're introducing new Case Management capabilities in Plaid Identity Verification (IDV) to help your team manage the entire review process more efficiently, from assigning sessions to documenting decisions.
With these updates, your team can:
- Streamline manual reviews: Organize and prioritize sessions that need attention.
- Improve team collaboration: Assign sessions to reviewers and keep important context in one place.
- Simplify auditing: Document review activity, comments, and decisions directly in the session timeline.
- Take action faster: Review and override verification results without leaving the dashboard.
Watch a full overview here:
1. Organize and assign sessions for review
Keep reviews moving with clearer ownership and prioritization.
Reviewers can now locate & manage sessions using queue and triage controls. Allowing you to see sessions that are in queue, or assigned to you.
What's new:
- Filter sessions by “In queue”, “All” and “Triage” to more easily manage sessions.
- You can assign sessions to reviewers manually or automatically using the auto assign and triage strategy features.
- You can filter by sessions assigned to you, all, or unassigned
- View sessions in a queue to identify what needs attention.
- Track session ownership and review status.
2. Collaborate directly in the session timeline
Keep review context and team communication in one place.
Reviewers can now add comments directly to an IDV session, making it easier to document findings, share context, and support handoffs between team members.
What's new:
- Add comments directly to a session timeline.
- Keep comments alongside session activity for future reference.
- Assign specific sessions to other team members.
3. Review and override verification results
Make review decisions without leaving the dashboard.
When a session requires manual intervention, reviewers can take action directly within the dashboard.
The updated review experience enables authorized reviewers to submit decisions and override verification results, reducing the need for separate workflows or additional tools.
What's new:
- Override results at any step when a manual review determines a different outcome is appropriate.
- Note: you can only override one time, you cannot undo.
4. Maintain a clearer audit trail
Make it easier to understand how and why decisions were made.
With review comments and decisions captured alongside session activity, teams have a more centralized record of the verification process.
This helps teams revisit previous reviews, investigate decisions, and support internal auditing and quality assurance workflows.
What's new:
- Document reviewer comments within the session timeline.
- Keep review decisions connected to the underlying verification session.
- Access review context when revisiting sessions.
5. Template access, auto-assign methodologies & triage strategies
You now have more granular sessions on who can see and take action within each specific template. You can find these settings in the IDV editor in a new tab called “Review.”
What’s new:
- User template access: Choose who can view identity verification session details for each specific template.
- Note: by default, all users who have access to the IDV dashboard will have access to the template. It is only if you adjust settings to “assign analysts & admins” will it be limited.
- Auto assign methodology: Choose how reviews are automatically assigned to analysts. “Random” setting assigns an analyst at random to each new review. “None” setting leaves new reviews unassigned for manual assignment if needed.
- Note: by default, all templates will be set to “None”
- Template Triage Strategy: Choose which type of sessions to mark for triage by analysts. You have four options here: None, All sessions, Failed sessions, or Specific checks which allows you to select either Risk check failed or Liveness failed as an option.
- Note: by default, all templates will be set to “None”
6. User access & permissions
Permission for members are consistent with how they have been set historically. You can find the different settings and options in settings>members
Get started with Case Management
These capabilities are designed to help teams spend less time managing manual review workflows and more time making informed verification decisions.
To get started, open Identity Verification in the Plaid Dashboard and navigate to your sessions. From there, you can explore the new queue, assignment, commenting, and review capabilities.