How to manage workflows

Once your identity verification workflows are built and deployed, the focus shifts to day-to-day management, monitoring and optimization. SEON provides a suite of tools to help you manage your workflow library, monitor performance in real-time and make data-driven decisions to improve your verification funnels.

This guide covers the operational aspects of managing your workflows, from using templates to understanding best practices for long-term success.

The Workflows page in SEON serves as your central library for all workflows you create. From here, you can:

• View all existing workflows, along with their last updated date and author.
• Identify incomplete workflows marked with the "Unfinished template" label, allowing you to quickly find and complete flows that are still in progress.
• Click any workflow to open it in the visual editor for modification.

Workflow permissions are managed through SEON’s existing roles based access control system. Two key access controls are what users can do with workflows:

• Workflow templates: Controls access to the workflow editor
• Transactions: Controls access to workflow runs (extended from existing transaction permissions)

Access controls who can view, edit and create workflow templates.

If you have the Transactions access control, it now also applies to the Workflow runs list and Workflow run details pages. You can:

• See the workflow template list (but cannot open the editor without Workflow templates privilege)
• View workflow runs
• Open workflow run details

If you have the State change access control, it now also applies to workflow run status changes. You can:

• Change the status of workflow runs (Approve, Decline, etc.)
• See the workflow template list (but cannot open the editor without Workflow templates privilege)

Administrators can create and modify workflow templates. Fraud analysts can work with workflow runs (if they have the Transactions privilege) but cannot access the workflow editor.

Configuring permissions

To adjust workflow permissions for a user or role:

1. Go to Settings -> Organization -> Roles

2. Select the user or role to modify

3. Find the workflow templates access control

4. Set the appropriate level (Edit, View only or Can't see)

5. Save changes

SEON's workflow editor includes several features designed to make managing and editing even the most complex workflows safe and efficient.

• Version safety: When you edit and save an existing workflow, the changes only apply to new sessions. Any sessions that are already running will continue to use the original version of the workflow, ensuring that in-flight verifications are not disrupted.
• Zoom and pan: Easily navigate large workflows.
• Auto-arrange: Clean up node positioning with a single click to maintain readability.

The Workflow runs dashboard is your central hub for monitoring the real-time performance of your workflows. It provides a detailed, run-by-run view of your verification activity, allowing you to:

• View real-time workflow run status, including Running, Approved, Declined and Review.
• Drill down into the full verification timeline for any user to see the results from each node.
• Search and filter workflow runs by run ID, user name or status to quickly investigate specific cases.

Follow these best practices to ensure your workflows are efficient, effective and easy to maintain.

• Start simple: Begin with a linear, straightforward flow (e.g., Data check -> Document check -> Selfie check) before adding complex conditional branches. This allows you to establish a baseline for performance.
• Use conditions strategically: Condition nodes add flexibility but also complexity. Group related conditions together and document the logic behind it to make them easier to understand and maintain.
• Test before deploying: Use the Create unique workflow run feature to generate test links and validate your workflow logic from end to end before rolling it out to all users.
• Monitor abandoned sessions: High abandonment rates can indicate user friction or a technical issue at a specific step in your workflow. Regularly review abandoned sessions in the Workflow events dashboard to identify where users are dropping off and optimize those steps.
• Use activity history for context: Before making a manual decision on a case in review, check the Activity tab. A user with a long history of legitimate transactions may deserve more benefit of the doubt than a brand-new account.
• Sample declined runs: Periodically review automated declines to identify false positive patterns. If you find systematic issues, adjust your workflow conditions accordingly.