What the session record carries after the call ends
A session record is the working file behind a remote identity check. It ties the guided video session to the ID document images, the face comparison notes, the liveness prompts and the consent trail captured during the call. For onboarding teams, that record gives a steadier reference when accounts are reviewed, reopened or questioned later.
In practice, the record can hold the fields your process already depends on, such as customer reference number, session date, agent name, verification outcome, exception notes and supporting attachments. It is not a loose video clip sitting on its own. It is a structured record that helps your team read the full trail in one place.
- Session timestamp and user reference
- ID capture set and document type noted
- Face match result and liveness check notes
- Consent captured for processing and retention
- Outcome marker for pass, review or escalate
Retention windows that fit real onboarding work
Not every business keeps the same record set for the same length of time. Some need a short operational hold for internal review, while others keep a fuller archive for audit trails and customer file integrity. Session Record Keeping can be aligned to the retention rules inside the client process, so the records are held in the format that suits the business line and its controls.
For FICA-style due diligence, the useful part is traceability. A later reviewer must be able to see what was checked, what appeared on camera and which step caused the final decision. For POPIA, the record should stay tied to a lawful purpose, limited access and the consent terms used during the session. That is the practical shape of retention, not a loose bucket of media files.
- Short operational holds for internal case review
- Longer retention for audit and dispute handling
- Restricted access for compliance and QA teams
- Searchable file links for case-based review
Where this record format fits best
This product suits businesses that open accounts remotely and need evidence to sit neatly beside the customer file. It works well for banks, insurers, credit providers, telecoms, professional services and any onboarding team that relies on a guided video interaction instead of a branch visit.
It is especially useful where the same file may pass through more than one set of hands. The verifier, quality lead, operations manager and client success contact all need the same version of the story. A clean session record keeps the process readable when a file is checked in Johannesburg, handled for Cape Town clients or reviewed by a team working from Durban or Gqeberha.
- Remote account opening and customer due diligence
- Escalation cases that need proof of checks
- Internal quality monitoring and sampling
- Cross-team review where evidence must stay together
Format choices, storage size and record depth
Session records can be kept in slimmer or fuller formats depending on the client workflow. A lighter record may store the outcome data, consent log and selected still images. A fuller record may include the full video session, agent notes, document captures and escalation annotations. The right choice depends on how much of the verification history your team needs to keep close at hand.
Typical options are shaped around file size, media type and access method. Some teams want a searchable case view with linked media. Others prefer a fixed archive set with image snapshots, timestamps and reviewer comments. The system can be matched to your internal reporting needs, your storage rules and the level of detail your reviewers expect.
- Still-image set only for narrow audit use
- Video plus stills for fuller review records
- Annotation layer for QA and exception notes
- Case index with ID, date and verifier fields
Setup points that matter before records are switched on
Session Record Keeping only works properly when the capture rules are clear from the start. The client needs to confirm which fields are mandatory, how the record is named, who may access it and how long each record stays available. Where integrations are involved, the mapping between the session platform and the client system must be set out before live use.
Staff training matters as well. Agents need to know when to prompt for consent, how to mark a document exception and when to add a review note. Training also covers the handoff between verification work and internal case handling, so the record stays orderly and does not drift into loose admin. That becomes especially useful when teams work from more than one office or branch.
- Field mapping for customer references and outcomes
- Access rules for operations, QA and compliance teams
- Record naming for search and retrieval
- Escalation labels for incomplete or failed sessions
Keeping the record tidy after go live
Once live, the main care task is consistency. Records need the same naming pattern, the same retention settings and the same review standard from one session to the next. Quality monitoring checks whether the right evidence was captured, whether the session notes make sense and whether any repeat issues need a change request or refresh training.
File care also means watching how records are stored and accessed. If a team member has trouble finding a session or if a file is marked with the wrong outcome, the reporting trail becomes muddy. Good session records stay useful because they are readable, searchable and kept in step with the client workflow, not because they are buried in a long archive.
- Routine quality checks on session completeness
- Refresh training when agents miss a step
- Change control for new fields or workflow edits
- Reporting that flags trends in review outcomes
Key facts
| Record types | Full video session, still-image set, consent log, verifier notes and outcome marker |
|---|---|
| Common retention options | Short operational hold or extended archive, set to client process needs |
| Access control | Role-based access for operations, QA, compliance and client review teams |
| Capture fields | Customer reference, session date, agent name, document type, liveness note, result |
| Integration use | Can be linked to CRM, onboarding and case management systems |
| Training support | Agent scripts, reviewer guidance, escalation steps and refresh training |
