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Human in the Loop (HIL) adds a human operator to the biometric process: it reviews cases where the agent doesn’t have enough certainty to approve or reject automatically, before the verification is resolved.
HIL is available only for Enterprise accounts. It is not a standard product feature.

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How to activate it

Activate it with the Enable human review toggle, in the Document verification tab of the Webview configuration. Since HIL is only available for Enterprise accounts and has an additional cost, coordinate its use with your Account Manager.

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What an HIL operator does

Human operators assigned by your company get access to a review platform where they can approve or reject cases the biometric agent flags as uncertain, stating the reason, or reject and send to blacklist immediately when the case warrants it.

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Coordinated fraud detection

HIL identifies when the same document is linked to multiple phone numbers, with an automatic risk level:
  • High: three or more clients linked to the same document.
  • Medium: two clients linked.
The relationship is displayed in a network graph.

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Blacklist management

  • Bulk block or removal of up to one hundred users in a single action.
  • Support for temporary blocks with a scheduled duration.
  • Historical log filterable by company, date, status, and operator.

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Traceability and roles

HIL records every case with who reviewed it, when, and under what criteria. You manage access by role (admin / operator), with segmentation by company and/or country.
HIL can increase the approval rate by five to fifteen percent compared to pure automatic rejection, by resolving ambiguous cases that would otherwise be rejected.

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When is a request sent to HIL?

HIL receives a case when the biometric agent detects a signal of doubt that is not enough to reject the process outright.

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By document verification level

In Webview, the main trigger is an error in any parameter set as required for the document verification level you configure on the Biometrics node. See the document verification level to review and adjust these parameters.

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Other signals that trigger HIL

These signals route a case to human review regardless of the document verification level configured:
  • Too many document retries with HIL active (maximum three attempts; liveness has a separate retry limit).
  • Screenshot detection — the selfie comes from a screen instead of a live capture.
  • Document tampering detection — a substituted photo or modified data.
Only parameters marked as required trigger an HIL derivation when they fail. Review this configuration on the Biometrics node before enabling HIL to avoid derivations you don’t expect.
The system always rejects some cases outright, without going through HIL: failed liveness, facematch below the threshold, underage users, a document that doesn’t match the accepted type, or a failed government validation.

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Rejection causes and referral to HIL

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Cases that go to human review

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Cases rejected outright, without going through HIL

  • Liveness check (video or gestures).
  • Comparison between the selfie and the document photo.
  • Expired sessions.
  • Business-rule rejections: underage users, a document that isn’t allowed, a country that isn’t enabled, and inconsistent front and back.

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What HIL does not cover

  • Deduplication or identification of synthetic or recycled biometric identities via a 1:N search against the client’s full facial database.
  • System-level role permission controls (read/write by profile) — currently under evaluation.