How the guided video session usually opens
A customer joins a short video session through a secure link or app flow arranged by your team. The agent greets the person, confirms the purpose of the session, and starts the identity check with clear prompts.
The person is asked to hold a valid identity document in view, then move it so the details can be read and the photo page inspected. The agent watches for the face, the document, and the live interaction at the same time.
What the agent checks during the call
The review is not only about seeing a document. The agent compares the face on camera with the photo on the ID document, checks for signs that the video feed is live, and looks for details that do not line up.
- Document clarity, glare and readable text
- Face match against the photo page
- Live movement and natural interaction cues
- Any mismatch in names or identity details
- Capture notes for the verification record
Documents we are usually asked to verify
Most onboarding flows use a South African identity document, but some business processes also require a passport or another approved identity record. Your workflow mapping decides which documents must be accepted, and the agent follows that instruction set.
If the document is folded, blurred, damaged or partly hidden, the session may need a clearer capture. That is better than pushing ahead with a weak image that cannot support a proper record.
Face checks, liveness and consent in the session
Face comparison helps the business confirm that the person on screen is the same person shown on the document. Liveness checks help the agent see that a real person is present, not a still image or recorded clip.
Before the session continues, the customer should know why the recording is being made and how it will be handled in the onboarding file. Consent, storage controls and access rules sit inside the operating process, and your internal policy should set those steps out clearly.
How the onboarding flow fits your systems
Some clients use the session as a first step before account opening, while others place it inside a longer due diligence workflow. The team can help with API coordination, script design, pilot launch support and staff training so the handover from video session to internal approval feels orderly.
- Workflow mapping for your onboarding path
- Integration planning for your platform team
- Staff training for agents and reviewers
- Escalation design for unclear cases
- Operational reporting for weekly tracking
What happens when a check needs another look
Some sessions need a closer review because of poor lighting, a broken connection, a damaged document or a mismatch that must be checked by a supervisor. In those cases, the record can move to escalation and quality review rather than being forced into a quick answer.
Refresh training and change request support help when your rules change, your forms shift, or your onboarding team starts asking for different evidence. That keeps the process steady across Johannesburg, Pretoria, Cape Town, Durban and Gqeberha operations.
Where our team fits into the process
Our Rosebank base works with businesses across South Africa that want video identity verification for remote onboarding. Thabo Mokoka leads the team, with support from operations, integration, training, quality and client success staff who keep the process practical for live use.
Clients contact us through our contact form on our contact page when they need workflow support, agent scripting or a review of how the session should fit into their customer journey.
