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Verify with Document

Verify with document lets a help desk agent confirm a user's identity through a government-issued document when the user fails standard identity verification, using a third-party document verification provider (currently Veriff) - no call or manager approval required. This capability is available for the Helpdesk use case only.

Availability ​

Verify with document is offered only when a verification failed with medium risk. A medium-risk result means imper.ai detected some risk but not enough to rule the user out - the identity is uncertain and warrants an extra layer of confirmation, which is where the document check comes in. It is not available for high-risk failed verifications, where the risk is too high to allow a document check to substitute for standard verification.

When to Use It ​

Use Verify with document when a user needs a sensitive action (such as a password reset) but did not pass verification, and you want the user to confirm their identity with a government-issued ID instead of escalating to their manager.

Verifying a User with a Document ​

The flow has two sides: the agent starts the request from the Verifications page, and the user completes identity verification through the document verification provider.

NOTE

You can integrate your preferred document verification provider, or use the document verification provider available through imper.ai.

Agent Side ​

Step 1 - Open the failed verification ​

On the Verifications page, select the failed verification record to open its Verification Summary drawer. For a medium-risk failed verification, a Verify with document button appears in the drawer.

Verification Summary drawer for a medium-risk failed verification, showing the Verify with document button.

Step 2 - Confirm and send ​

Click Verify with document to open the dialog. It confirms the destination and the action that will resume once the user is verified - for example, "Send a verification link to olivia.brown@gmail.com? Once verified, Reset Password will proceed automatically." The destination and requested action are taken from the original verification record - there is nothing else to configure.

The Verify with document confirmation dialog, showing the destination and the action that will resume once the user is verified.

Step 3 - Send the request ​

Click Send. imper.ai creates a verification session with the provider and sends the user a secure link to complete document verification. The Verify with document button becomes disabled, and the drawer shows an in-progress status - "Awaiting document verification" - along with the requested action and a timestamp.

The verification drawer showing an Awaiting document verification status, with the requested action and a timestamp.

End User Side ​

Step 1 - Receive the verification email ​

The user receives a branded email from "[Organization] Support" explaining that their request needs one more step: identity verification using a government-issued ID, and that they'll need a smartphone and a valid photo ID (passport, driver's license, or similar). The email includes a button to start the process.

The branded verification email sent to the end user, explaining the identity verification step and requirements.

Step 2 - Complete verification ​

The user opens the link on their phone and completes document verification through the provider's hosted flow: granting camera access, capturing their document, and completing a liveness check. Once submitted, they see a confirmation screen and continue.

Step 3 - Outcome ​

imper.ai receives the result from the provider through a webhook.

If the verification is approved:

  • The user is taken to complete the original request (for example, resetting their password) without further verification.
  • The Action Status updates to Completed.
  • The Verification Summary drawer records that identity was confirmed via document verification, and the risk score drops (for example, to Low 2).
The verification drawer after an approved document verification, showing the confirmed status and lowered risk score.

If the verification is declined or fails:

  • The user lands on a "Verification could not be completed" page: "The verification process couldn't be completed at this time. Please contact support for assistance." No link to perform the action is issued.
  • The verification status stays Failed, with a note that document verification failed, and the risk score is raised (for example, to High 10).
  • The Action Status updates to Blocked.
The verification drawer after a failed document verification, showing the Failed status and raised risk score.

Enabling Document Verification for a Policy ​

Document verification is turned on per verification policy, not organization-wide, so different departments can be configured differently - for example, field employees could use document verification while other departments verify with a manager instead.

  1. Go to Settings > Verification policies.
  2. Click Edit on the policy you want to change.
  3. Under If medium risk detected - apply, choose Verify via document. The other options are None and Verify with manager.
  4. Click Save.
Verification policy edit screen with the If medium risk detected - apply dropdown open, showing None, Verify via document, and Verify with manager options.

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