Organize human review
Use this journey to put people in the loop: add a Manual Review phase to a workflow, decide which reviewers see which documents, and understand what happens when a reviewer rejects a document. How a reviewer decides each document is described in the user manual's Review a document journey.
Who may do it:
| Procedure | Profile |
|---|---|
| Add the Manual Review phase to a workflow | Administrator or technical |
| Assign reviewers to queues (Review Queues) | Administrator only — the service refuses everyone else |
| Review documents | Any profile with Human Review (for example operator) |
Add the review to a workflow
- Open the workflow in the editor; see Design and publish a workflow.
- Add Manual Review after the phases whose results a person must check (typically after Extraction, Cross-check or Facematch).
- Connect its output. After a process is approved, it continues through every link of that output. To route approved processes differently, connect Manual Review to a Conditional. (A link drawn before this version on Alternative shows Alternative not routed: move it to the output before publishing again.)
- Save and publish.
Its settings are Skip review when every field is confident and Minimum confidence (%), described in Manual Review. You do not choose the kind of review there. The review screen adapts to the process — classification, fields, fraud, face match, KYB, split — from the documents and phases that ran before it.
When a process reaches the phase, it stops with each document pending in the review queue of its document type, until a reviewer approves or rejects every document.
Decide who reviews which documents
Every document waits in the queue of its document type. Three extra queues collect Unidentified documents, documents sent to Fraud review and documents sent to Face conference. When a document qualifies for Fraud review, that queue wins over every other one; see Documents flagged by the fraud check.
- Go to Administration › Review Queues. The page lists each queue with the number of documents waiting in it.
- Select a queue.
- Tick the people who review it. Find a person filters by name or e-mail. Only members of your company are listed; there are no groups.
- Select Save. Saved and {n} reviewer(s) assigned confirm it.
How assignment works:
- A reviewer with no queue keeps seeing every queue, including All.
- Once you assign someone to a queue, they see only their queues.
- A reviewer restricted to queues decides document by document: run-wide actions — reject everything, approve everything, return to the requester — are refused for them.
A queue whose document type was removed from the catalog, with nothing waiting in it, shows a warning: its assignments no longer route any document. Clear them, or rename the type back.
Documents flagged by the fraud check
The fraud check is opt-in: it runs during the Extraction phase only when your company allows it and the template used for extraction enables it. It runs in the Cogneris development environment and is being enabled in staging and production. See Fraud Detection for how to turn it on. Without it, no document goes to Fraud review.
The check does not answer yes or no. It gives each document a risk level — Trusted, Needs review or Suspect — built from signals such as an invalid CPF/CNPJ, a PDF saved again after creation, a broken PDF signature, or a file already submitted before.
When the Manual Review phase runs:
- a document at Needs review or Suspect (or one your company's enforcement policy flagged or blocked) goes to the Fraud review queue, whatever its document type;
- the process cannot be approved automatically while such a document is in it, even when every field is above the auto-approval confidence;
- a document at Trusted follows its normal queue.
On the review screen, a document in Fraud review shows a fraud panel: the risk level, the risk score, the AI-generated likelihood and Checks performed — each check marked Passed, Flagged or Did not run, with the signals behind it. The reviewer is judging whether the document is genuine, not whether its values were read correctly. A check that did not run examined nothing: treat it as not verified.
Assign the people who can judge authenticity to the Fraud review queue in Review Queues, the same way as any other queue.
Returning a process to its requester
What a rejection does depends on where the process came from.
| Process | When every document is decided and at least one was rejected |
|---|---|
| From the Portal (submitted by a requester through an access link) | The process goes back to the requester to correct and resubmit. It appears on Human Review › Awaiting requester correction. |
| Started inside Workflow (no requester) | The process ends as failed (manual_review_rejected). The list of rejected documents is e-mailed to the requester's address when the run has one, otherwise to the Recipient email of the workflow's first Send phase; with neither, nobody is notified. The person who started the run is not e-mailed. |
For Portal processes, reviewers also have Return to requester on the review screen. It sends the rejected documents back and approves every still-pending document by omission, without review — the confirmation says how many. It is enabled only when the process came from the Portal, at least one document was rejected and at least one is still pending.
A review that already has a rejection and gets no new decision for 24 hours (the service default) closes by itself the same way: pending documents are approved by omission and the dossier records a System event.
A process with an open review that nobody touches is closed automatically after an idle period (24 hours by default) only if it already has a rejection. A review with no rejection waits indefinitely.
How to confirm it worked
- A reviewer you assigned to a queue sees only that queue in Human Review.
- After a rejection on a Portal process, the process is listed on Awaiting requester correction with Returned at, Waiting (hours) and Returned submission round.
- Management › Operator ranking shows the documents each reviewer decided in the window.
If something goes wrong
| What you see | What it means | What to do |
|---|---|---|
| Review Queues is missing, or it fails to load | Your profile is not administrator | Ask your company administrator. |
| A reviewer is told the document belongs to a queue they are not assigned to | The reviewer is restricted to other queues | Add them to the queue, or remove all their assignments so they see every queue. |
| A reviewer cannot reject or approve everything at once | The reviewer is restricted to queues | Decide document by document. |
| Return to requester is disabled | The process did not come from the Portal, nothing was rejected yet, or nothing is pending | Use Reject on the documents; for an internal process the run ends as failed. |
| Try again is missing on a process whose review was rejected | A rejection is a decision, not a failure | Start a new process with corrected documents (internal), or wait for the requester to resubmit (Portal). |
Not observed yet
- Not walked in a signed-in session; captures are pending.
- The idle period is set per environment by Cogneris, not per company; 24 hours is the default value in the service.
Last reviewed 2026-10-22 · Version 1.1.0 · Owner: product-documentation