# Workflows

### About service

ComplyCube Workflows let you design and run complete, compliant **KYC onboarding workflows with integrated AML screening**.

They act as an end-to-end KYC onboarding workflow builder, orchestrating multiple verification checks within a single flow. This enables businesses to run consistent, audit-ready customer verification journeys across web, mobile, and other channels.

For example, a workflow might include [ID document verification](https://docs.complycube.com/documentation/product-guides/identity-verification/document-check), [biometric liveness detection](https://docs.complycube.com/documentation/product-guides/biometric-and-liveness-verification/identity-check), and [AML screening](https://docs.complycube.com/documentation/product-guides/watchlist-pep-and-adverse-media/aml-screening-check). Each time you onboard a customer, a workflow session automatically runs the entire verification journey.

Workflows can also include [Smart Forms](https://docs.complycube.com/documentation/product-guides/compliance-studio/smart-forms) (dynamic questionnaires) and [Compliance Policies](https://docs.complycube.com/documentation/product-guides/compliance-studio/policies) for automated decisioning, allowing you to guide customers through a complete verification journey from start to finish.

{% hint style="info" %}
With ComplyCube, you can verify customers through **Workflows** or **Direct Checks**. We **recommend** Workflows for most use cases, particularly regulated onboarding flows.

[Learn more about Workflows and Direct Checks ](https://docs.complycube.com/documentation/product-guides/master)[→](https://docs.complycube.com/documentation#id-2.-verification-modes)
{% endhint %}

{% hint style="info" %}
If you're on a **legacy plan**, you may need to contact your Account Manager or [support](https://www.complycube.com/sales) to enable Workflows.
{% endhint %}

### Interactive guide

{% @arcade/embed url="<https://app.arcade.software/share/a569Rd2mrj6TumeLFIrq>" flowId="a569Rd2mrj6TumeLFIrq" %}

### Benefits

Workflows make it easier to stay aligned with regulatory requirements. They offer a number of key benefits:

* **Faster setup**: Launch quickly using ready-made templates tailored to your use case.
* **Low and no-code integrations:** Integrate once through the Hosted Solution, SDKs, or API, and keep flows up to date without rework.
* **Policy-driven compliance**: [Compliance policies](#compliance-policies) can be attached to workflows so that checks always meet the right regulatory framework (e.g., UK DIATF Right to Work, Singapore MAS, Germany BaFin, FATF) or your own custom requirements.
* **Future-proof**: Add new verification steps or update policies without code changes.
* **Data protection by design**: Collect only the data required for processing, ensuring GDPR and broader data privacy compliance.
* **Oversight and auditability**: Monitor, review, and evidence entire customer journeys from one place.

### Creating workflows

You can create complete workflows in seconds using the ComplyCube Portal. When starting a new workflow, you’ll be prompted to choose from a wide range of templates, each preconfigured with **predefined steps** and **compliance policies** aligned to common use cases and regulatory requirements.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2FzlLTj3zdl6Sr8373AXOz%2Fworkflow_create.png?alt=media&#x26;token=145222b6-55b2-49cc-9976-6f84a065dedf" alt="Workflow template selection in the ComplyCube Portal for creating KYC/AML onboarding workflows"><figcaption><p>Workflow Template Selection</p></figcaption></figure>

You can customize a template during setup or **build a workflow from scratch** to suit your specific needs.

### Designing workflows

The **workflow designer** is the tool for building verification journeys in ComplyCube.

You begin by selecting the verification checks required for your use case. From there, ComplyCube’s smart engine automatically assembles the necessary capture steps, ensuring customers are shown only the screens required to complete those checks.

All flows follow a privacy-by-design approach, so customers are only asked for the information required to complete the selected checks, avoiding any unnecessary data capture.

<div data-full-width="false"><figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2F777XY1MgOuU3n9jWT4XB%2Fworkflow_designer.png?alt=media&#x26;token=975d6765-b1d9-4415-8342-958f26958f6b" alt="Workflow designer used to build KYC onboarding flows and identity verification journeys"><figcaption><p>ComplyCube Workflow Designer</p></figcaption></figure></div>

With the designer, you can:

* **Drag and drop checks** to build a sequence.
* **Configure each verification step**, including data, image, and document capture options, as well as processing rules.
* **Preview workflows** before publishing, so you can test the journey end-to-end, validate [policy alignment](#compliance-policies), and ensure the customer experience is as intended.

This lets you focus on designing the right flow, while ComplyCube handles the underlying compliance and data minimization.

### Workflow versions

When you create a workflow, its first version is generated automatically. Each time you update the workflow, a new version is created to preserve a full audit trail. Existing versions cannot be edited.

Version history lets you track every change over time and decide which version should be active.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2Fxocc54qpwgOlnWa6ky0O%2Fworkflows_versions.png?alt=media&#x26;token=a4e09827-f6fd-46bc-becd-c73d7b0617f7" alt="Workflow versions in the ComplyCube workflow builder showing version history for auditability"><figcaption><p>Workflow Versions</p></figcaption></figure>

New versions are created in an **inactive state**, giving you control over when to **activate** them. This allows you to safely test or review changes before they go live.

At any point, only one version of a workflow can be active.

### Workflow statuses

Workflow statuses are manual settings on each workflow version. They don’t follow an automatic lifecycle. You can switch a version between **Active** and **Inactive** at any time.

<table><thead><tr><th width="107.12890625">Status</th><th>Description</th></tr></thead><tbody><tr><td><strong>Draft</strong></td><td>The workflow is being created or modified and has not yet been published.</td></tr><tr><td><strong>Inactive</strong></td><td>A published workflow that has been disabled or superseded by a newer version.</td></tr><tr><td><strong>Active</strong></td><td>The current published version of the workflow that is available for use.</td></tr></tbody></table>

### Workflow session

A workflow session is created each time a customer enters a workflow journey. Sessions capture the customer’s progress, results, and audit trail.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2FYSPWpWywSKWachxN5qvi%2Fworkflow_session.png?alt=media&#x26;token=4f8e3b49-054f-4bfc-94c0-937e86f291ec" alt="Workflow session results in the ComplyCube Portal showing KYC/AML verification outcomes"><figcaption><p>Workflow Session Results</p></figcaption></figure>

You can start sessions in several ways, depending on your integration approach:

* **Web Portal** (*by sending a verification link to your customer*)
* **Hosted Verification**
* **Mobile SDK**
* **Web SDK**
* **API**

### Session tracking

Workflow sessions can be monitored in real time through the ComplyCube Portal. The Portal provides full visibility into each customer’s verification journey, making it easy to track progress, identify issues, and manage outcomes.

When tracking sessions, you can:

* **View session details**: Inspect customer progress, including completed stages, uploaded documents, and captured biometrics.
* **Monitor session status**: See whether a session is started, processing, complete, abandoned, or cancelled.
* **Track in-progress verifications**: Follow checks as they move from submission to completion, with status updates reflected instantly.
* **Identify drop-offs**: Spot abandoned sessions to understand where customers are leaving the journey and improve the user experience.
* **Audit trails**: Access timestamps and metadata for compliance and internal review.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2FAtcS2WKiIR1I2OSsl96X%2Fworkflow_session_activity.png?alt=media&#x26;token=a0372bdc-d20b-4684-a4c3-aebde5736f79" alt="Workflow session activity timeline used for tracking customer onboarding and verification status"><figcaption><p>Workflow Session - Activities</p></figcaption></figure>

### Session lifecycle

A workflow session represents the customer’s progress through a verification journey. Each session moves through a defined lifecycle, with its status reflecting the customer’s activity and the processing state.

<table><thead><tr><th width="154.09375">Lifecycle State</th><th>Description</th></tr></thead><tbody><tr><td><strong>Started</strong></td><td>The session has been initiated by the customer, and the verification flow is available to navigate. At this stage, no checks have started. If the customer exits the flow, refreshes the browser, or closes the app, they can later resume the session from where they left off.</td></tr><tr><td><strong>Processing</strong></td><td>The customer has finished the verification flow, and the captured data has been submitted. One or more verification checks are actively being processed. The session will remain in this state until all checks are complete.</td></tr><tr><td><strong>Complete</strong></td><td>All verification checks have finished, and the session is fully complete. Results are now available via the Portal, API and webhooks, and no further customer actions can be performed on the session.</td></tr><tr><td><strong>Abandoned</strong></td><td>The session was started but left incomplete for an extended period of time. Once abandoned, the session cannot be resumed and must be restarted if the client wishes to continue. Abandoned sessions are useful for tracking drop-offs and optimizing customer journeys.</td></tr><tr><td><strong>Cancelled</strong></td><td>The session was explicitly cancelled before completion, typically by an administrative action by you or a team member. A cancelled session cannot be resumed, and no further checks will be run.</td></tr></tbody></table>

### Session results

Once a workflow session is completed, ComplyCube processes all of the verification checks and makes the **results available in real time**. These results include detailed outcomes for each check, overall workflow status, and a full audit trail.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2FuxqA1P9EBu4KNYghBmz6%2Fworkflow_session_results.png?alt=media&#x26;token=05104c7c-3143-4df8-95c4-9d9bb75c6bf7" alt="Workflow session verification result breakdown for identity verification and AML screening checks"><figcaption><p>Workflow Session - Verification Result Breakdown</p></figcaption></figure>

The overall outcome of a workflow session is derived from its verification checks and policies. Outcomes update in real time as checks are processed or reviewed by your team.

<table><thead><tr><th width="300.41796875">Condition</th><th width="163.92578125">Session Outcome</th><th>Notes</th></tr></thead><tbody><tr><td>All checks and policies return <strong>Clear</strong></td><td>Clear</td><td>No issues detected.</td></tr><tr><td>Any check or policy returns <strong>Attention</strong></td><td>Attention</td><td>Requires manual review.</td></tr><tr><td>Any check is returned as <strong>Not processed</strong></td><td>Attention</td><td>Treated as Attention until resolved.</td></tr><tr><td>A check is <strong>Rejected</strong> (reviewer decision)</td><td>Rejected</td><td>Outcome of the session is set to Rejected.</td></tr><tr><td>Screening check <strong>confirmed</strong> as a <strong>sanction</strong> or <strong>watchlist match</strong></td><td>Rejected</td><td>Outcome is Rejected once a match to a sanctioned entity or watchlist entry is reviewed and confirmed.</td></tr><tr><td>Screening check matches other types (e.g. PEP, adverse media)</td><td>Attention</td><td>Even when the match is reviewed and confirmed, the outcome remains Attention. The session outcome will only change if a team member explicitly overrides it.</td></tr><tr><td>Session outcome manually overridden by a team member</td><td><p>Clear</p><p>Attention</p><p>Rejected</p></td><td>Manual overrides always take precedence over automated outcomes and should be applied once all checks and policies have been reviewed.</td></tr></tbody></table>

You can access results in several ways:

* **Web Portal**: View customer progress, verification outcomes, and supporting evidence directly in the Portal.
* **Webhooks**: Receive results automatically as soon as a session is completed, enabling real-time decisioning in your systems.
* **API**: Retrieve results programmatically for deeper integrations, reporting, or custom workflows.

Results are stored securely and can be **exported as reports** to support audits and regulatory reporting.

### Compliance policies

Compliance [policies](https://docs.complycube.com/documentation/product-guides/compliance-studio/policies) are a core part of ComplyCube Workflows. They define the regulatory and business rules that must be applied to every verification journey, ensuring that each workflow session is compliant by design.

A workflow template will show any **compliance policies** assigned to it, and the corresponding evaluation results will appear in each workflow session. Not all templates will have policies attached.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2Fs7B0nik8f5uDvGRHkRjj%2Fworkflow_template_compliance_packages.png?alt=media&#x26;token=235147f4-70a1-4db3-a64b-f5c47b54d5aa" alt="Compliance policies attached to a workflow template for KYC/AML rule-based decisioning"><figcaption><p>Workflow - Compliance Policies</p></figcaption></figure>

By incorporating a policy into a workflow template, you remove the need to configure checks per jurisdiction.

A policy can reflect:

* **National standards** such as UK DIATF Right to Work, Singapore MAS, or Germany BaFin.
* **International frameworks** such as FATF guidance.
* **Custom business rules**, allowing you to adapt workflows to your own risk and compliance requirements.

When a customer completes a verification flow that includes compliance policies, ComplyCube automatically evaluates each policy against the verification data. The results are then presented in the **Policy Assurance** section of the workflow session.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2FQxuO4DCTgLUgUD0hf0BD%2Fworkflow_session_policy_assurance.png?alt=media&#x26;token=967aab93-8eb9-48c3-823c-2bed8d8427df" alt="Policy assurance results in a workflow session showing compliance policy evaluation outcomes"><figcaption><p>Workflow Session - Policy Assurance</p></figcaption></figure>

{% hint style="info" %}
[Learn about ComplyCube Policies](https://docs.complycube.com/documentation/product-guides/compliance-studio/policies).
{% endhint %}

### Monitoring performance

Workflows should evolve as regulations, fraud patterns, and customer expectations change.

ComplyCube provides **built-in analytics** to help you monitor performance and identify areas for improvement.

<figure><img src="https://1615271746-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKyFKMqftsmT6qln9zo5y%2Fuploads%2FyZEzz0emvzfh8qtFkp8J%2Fworkflow_performance.png?alt=media&#x26;token=95baca1a-eea4-4b14-ab0d-c3c9e4b8d82d" alt="Workflow analytics dashboard showing completion rate, abandonment rate, and average verification time"><figcaption><p>Workflow Stats and Performance</p></figcaption></figure>

By analyzing metrics such as completion rates, abandonment rates, failure rates, and average verification time, you can understand how customers move through your verification journeys.

These insights allow you to:

* Refine workflows to reduce friction
* Optimize check configurations to better match your target demographics.
* Add or remove checks as risks evolve.
* Improve decisioning speed.
* Enhance customer experience.

### **Best practices**

Designing workflows is about building journeys that are compliant, efficient, and easy to maintain. The following best practices will help you get the most out of ComplyCube Workflows:

* **Start with a template**: Use pre-defined templates as your foundation, where possible. They reflect industry standards and compliance policies, saving you time and reducing the risk of missing key requirements.
* **Keep flows simple**: Avoid unnecessary steps. Only include the checks relevant to your use case, which helps reduce friction for customers and speeds up completion.
* **Test before publishing**: Preview and test workflows end-to-end to confirm the customer experience, policy alignment, and data capture settings are correct.
* **Manage versions carefully**: Review each new version before activating it. This maintains a clear audit trail and ensures changes don’t disrupt ongoing onboarding journeys.
* **Automate with webhooks**: Use webhooks to trigger downstream actions, such as account creation, case management, or alerts, as soon as verification results are available.

### Related topics

* [Smart Forms](https://docs.complycube.com/documentation/product-guides/compliance-studio/smart-forms) for KYC data capture and declarations.
* [Compliance Policies](https://docs.complycube.com/documentation/product-guides/compliance-studio/policies) for policy evaluation and rule-based decisioning.