Identity Verification
PropPilot integrates with Veriff to provide secure identity verification for your customers. This is especially useful for high-value transactions like property reservations.
What is Veriff?
Veriff is a leading identity verification platform that:
- Verifies government-issued IDs (passports, driver's licenses, ID cards)
- Uses AI and human review for accuracy
- Complies with KYC/AML regulations
- Supports 190+ countries and territories
Prerequisites
Before using verification:
- ✅ Veriff integration enabled for your plan
- ✅ Admin or Owner role (to configure)
- ✅ Contact with valid conversation
Verification Workflow
1. Generate Verification Link
From a contact's profile:
- Go to Contacts → Select contact
- Navigate to Verification tab
- Click Generate Verification Link
- Copy the unique link
2. Send to Customer
Share the link with your customer via:
- Chatwoot conversation (recommended)
- SMS
- Any other channel
3. Customer Completes Verification
The customer:
- Opens the verification link
- Takes a photo of their ID document
- Takes a selfie for face matching
- Submits for review
4. Review Results
PropPilot receives the verification result:
- Instantly for AI-verified submissions
- Within minutes for human review cases
Verification Statuses
| Status | Description | Next Step |
|---|---|---|
| Not Started | No verification initiated | Generate link |
| Pending | Link generated, awaiting customer | Follow up with customer |
| Started | Customer opened the link | Wait for completion |
| Submitted | Documents submitted, under review | Wait for result |
| Approved | Identity verified successfully | Proceed with transaction |
| Declined | Verification failed | Review reason, may retry |
| Expired | Link/session expired | Generate new link |
| Resubmission Requested | Additional info needed | Customer needs to retry |
Viewing Verification Results
In Contact Profile
The Verification tab shows:
| Field | Description |
|---|---|
| Status | Current verification status |
| Document Type | ID type used (passport, etc.) |
| Document Country | Issuing country |
| Name on Document | Name as shown on ID |
| Date of Birth | DOB from document |
| Document Expiry | When ID expires |
| Verification Date | When verified |
Verification History
View past verification attempts:
- Previous sessions
- Status changes
- Timestamps
Notifications
When verification status changes:
- In-App Notification - Shown in PropPilot
- Email - Sent to contact (if enabled)
- Chatwoot Message - Sent to conversation (if enabled)
Notification Content
| Status | Customer Message |
|---|---|
| Approved | "Your identity has been verified successfully." |
| Declined | "Unfortunately, we couldn't verify your identity." |
| Resubmission | "Please resubmit your verification documents." |
| Expired | "Your verification link has expired." |
Handling Declined Verifications
If verification is declined:
Common Reasons
| Reason | Solution |
|---|---|
| Blurry photo | Ask customer to retake in good lighting |
| Expired document | Request valid, non-expired ID |
| Face mismatch | Ensure customer submits their own ID |
| Unsupported document | Try different document type |
| Suspected fraud | Escalate for manual review |
Generating New Link
- Review the decline reason
- Contact customer to explain
- Generate a new verification link
- Customer attempts again
Verification Settings
Configuring Veriff (Admin)
- Go to Integrations → Veriff
- Ensure integration is active
- Configure settings:
| Setting | Description |
|---|---|
| Auto-notify | Send automated messages |
| Expiry time | How long links remain valid |
| Required fields | What to verify |
Best Practices
When to Verify
- ✅ Before accepting reservation deposits
- ✅ For high-value transactions
- ✅ When required by regulations
- ✅ For VIP customers
Customer Communication
- Explain why verification is needed
- Assure data privacy
- Provide clear instructions
- Offer support if issues arise
Example Message
Hi [Name],
Before we can proceed with your reservation, we need to verify
your identity. This is a quick process that helps protect
both you and us.
Please click this link to complete verification:
[Verification Link]
You'll need:
- A valid government-issued ID (passport, driver's license, or ID card)
- Good lighting for photos
- About 2-3 minutes
Let me know if you have any questions!
Privacy and Security
Data Handling
- Veriff processes and stores verification data
- PropPilot stores only verification status and metadata
- Raw documents are not stored in PropPilot
- Data is encrypted in transit and at rest
Compliance
Veriff verification supports compliance with:
- KYC (Know Your Customer)
- AML (Anti-Money Laundering)
- GDPR data protection
- Local real estate regulations
Troubleshooting
Link Not Working
- Check link hasn't expired
- Verify customer's browser is compatible
- Generate a new link if needed
Verification Stuck
- Check Veriff service status
- Ask customer to retry
- Contact support if persists
Results Not Appearing
- Wait a few minutes (human review takes longer)
- Refresh the contact page
- Check webhook configuration
What's Next?
Learn about managing your team: