How the prompt sequence works in a live session
The prompt check sits inside the video journey as a short sequence of spoken and on-screen actions. The customer may be asked to turn their head, blink, read a short phrase or follow another simple movement cue while the agent watches for natural motion and timing. That gives the verification team extra confidence that the face in front of the camera is a live person, not a still image or replayed clip.
In Rosebank and across Johannesburg, many onboarding teams use it where accounts open remotely and the first interaction must still feel controlled. The prompt sequence is brief, but it needs clear wording, good camera framing and steady session handling from the agent side.
- Short guided actions during the call
- Works alongside ID document capture and face comparison
- Supports liveness checking inside the same session flow
- Can be tuned for local language choices and agent scripts
Format options for different onboarding flows
Some teams use a fixed three-step prompt set, while others prefer a longer sequence for higher-risk accounts. The right format depends on your onboarding policy, how your agents work, and how much time you want to allocate per session. We map the prompt style to the account type rather than forcing one script across every client.
Options usually include a short benchtop-led flow for office teams, a mobile-friendly flow for customers joining from a phone, and a guided agent-led flow for call centre work. Each option can be adjusted to suit the pace of the interaction, the camera quality you expect and the level of identity assurance your team needs.
- Short flow: three prompt checks, suited to lower-friction onboarding
- Standard flow: five prompt checks with capture pauses
- Enhanced flow: longer sequence for tighter identity review
- Mobile-first flow: clear prompts for small screens and front cameras
Where this check fits best in South African onboarding
Liveness Prompt Check suits businesses that open accounts online and need a cleaner way to manage identity checks across branches or remote teams. It is common in financial services, insurance onboarding, telecom account opening and any workflow where the person on camera must be matched to the document in the same session. Teams in Pretoria, Cape Town, Durban and Gqeberha often use it where customers are not all in one physical office.
It also helps when a business has trained agents handling verification from one base while customers connect from different towns. That setup needs clear prompts, a repeatable script and careful record keeping so the session can be reviewed later if needed.
- Remote customer onboarding across South Africa
- Agent-led verification sessions with live facial movement checks
- Useful where ID capture and face matching happen together
- Works for single-site teams and multi-location operations
Installation and fit for your verification stack
This is not a physical fitting job, but it does need proper setup inside your verification process. We plan the prompt sequence, coordinate the workflow with your existing systems and train staff on when to use each step. If your business already has an API-based onboarding path, the prompt check can be mapped into that route with clear handover points for the agent.
Where a pilot launch is needed, we test the sequence with your team, adjust the script and settle the session timing before go live stabilising. That makes it easier for staff to follow the same pattern across branches and for clients to understand what is expected of them on camera.
- Workflow mapping for new or revised onboarding journeys
- Integration planning for digital account opening paths
- API coordination with your internal or external systems team
- Staff training for agents, supervisors and QA reviewers
Session care, record handling and quality monitoring
Good liveness checking depends on more than the prompts themselves. The camera needs a clear view of the face, the customer should hear the instructions cleanly and the agent must keep the session moving without rushing the capture. Records should be kept in line with your internal retention rules and with POPIA-aware handling of consent, evidence and access control.
Our quality monitoring work checks whether prompts are being delivered in the right order, whether the language is clear enough for the customer and whether the agent is recording the session properly. If the sequence starts drifting, refreshed training and escalation design help restore a consistent standard without interrupting the whole onboarding process.
- Clear audio and visible facial movement matter in every session
- Record keeping should match your internal control standards
- Quality reviews help spot weak prompt delivery
- Escalation routes can be built for failed or unclear checks
Details to confirm before you order
Before we set up a Liveness Prompt Check flow, we need the session length, the number of prompts, the preferred agent script and the type of account journey it will support. It also helps to understand whether your team prefers a strict script or a slightly freer version for customer use. If you already have a branch structure across Johannesburg, Sandton or Midrand, we can align the wording to that operating model.
Please also confirm whether the check is for benchtop, mobile or both, what language tones your agents use, and whether you want reporting on failed sessions, retries or escalation points. Those details shape the final flow far more than a generic prompt list ever could.
- Session length and prompt count
- Device types and camera conditions
- Agent script style and escalation path
- Reporting fields needed after each session
Key facts
| Product type | Remote liveness prompt module for video verification |
|---|---|
| Primary use | Confirming live physical presence during an identity session |
| Prompt styles | Blink, turn, read, head movement and short spoken cues |
| Integration fit | Works with guided video onboarding and API-linked workflows |
| Service areas | Johannesburg, Pretoria, Cape Town, Durban and Gqeberha |
| Support included | Workflow mapping, staff training, QA monitoring and launch support |
