Review a document

Use this journey when a process reaches a human review phase and its documents are waiting in your queue.

The video below (in Brazilian Portuguese) follows one review from the queue to the decision, in a case where the selfie does not match the identity document. The screens are the same in English.

Sinistro, passo a passo (4/6): Revisão humana: quando a selfie não confere com o documento (pt-BR) Watch on YouTube

Before you start

• You are signed in and Operations › Human Review appears in the Workflow menu. If it does not, your profile does not include review.
• You are allocated to the review queue that holds the document. Queues are set up by your company administrator.
• At least one process is waiting for review. Processes enter review automatically when they reach a review phase; you do not need to start anything.

Steps

1. In the Workflow menu, open Operations and select Human Review. The page shows one card per queue with the number of documents waiting — for example All and Unidentified (documents whose type was not recognized).

2. Select the card of the queue you want to work on. The first document opens: its name at the top, a preview of the document, the Approve (✓) and Reject (✗) buttons and, below them, Return to requester. The counter on the right (for example 1 / 1) shows your position in the queue.

3. Read the document in the preview. Use Zoom in, Zoom out, Rotate and Reset view if needed.

4. (Optional) Select Open dossier to see the process history and to leave a comment for other reviewers. See Comment in the dossier.

5. Decide:

   • To approve, select Approve (✓).
   • To reject, select Reject (✗). A text box appears with the hint Describe what is missing or wrong…. Type the reason and select Confirm reject.

   The reason is required: if the box is empty, Confirm reject does nothing and shows no message.

6. After your decision, the next document of the queue opens. When the queue is empty, the page shows No documents to review right now.

You do not need to "claim" a document: opening it reserves it for you while you work, and leaving the page releases it. Both moments are recorded in the dossier timeline.

Comment in the dossier

1. In the document, select Open dossier. The Review dossier page shows the workflow name, the review status (for example Awaiting approval), the Timeline and Earlier attempts.
2. In Comment, type your text. Comments cannot be edited or deleted after they are saved.
3. In Document, keep Whole process or choose the specific document the comment is about.
4. (Optional) Under Mentions, tick the people to mention. You can mention queue members and previous reviewers.
5. Select Save comment. The page shows Comment saved.

Expected result

• When every document of the process has a decision, the review closes automatically:
  • all approved → the process continues to its next phase;
  • at least one rejected → the process is returned to the requester (processes from the Portal) or ends as failed (processes started inside Workflow). See Return a document for correction.
• You do not have to decide every document to return a process from the Portal: after rejecting one, Return to requester closes the review and approves the undecided documents by omission. See Return a document for correction.
• Each decision and comment is added to the dossier timeline with its date, time and author.

How to confirm it worked

• The document is no longer in the queue, and the queue card count went down.
• In Open dossier › Timeline, your decision appears as an entry with your name and time; a comment appears with its text.
• For the process status, follow Track a document's state and routing.

If something goes wrong

What you see	What it means	What to do
Confirm reject does nothing	The reason box is empty	Type the reason and select Confirm reject again.
No documents to review right now.	The queue is empty, or nothing is allocated to you	Check another queue card; if you expected work, ask your administrator to check your queue allocation.
The dossier Timeline stays empty and Earlier attempts keeps showing Loading…	The history did not load	Reload the page. This was observed once and did not repeat after reloading.
Human Review is not in the menu	Your profile does not include review	Ask your company administrator; see Profiles.

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Last reviewed 2026-10-09 · Version 1.0.2 · Owner: product-documentation