Routing controls how a customer moves through a journey based on conditions such as verification results, risk scores, or business rules. It allows you to define alternative paths and ensure that customers follow the correct process.

Routing helps you:

  • Redirect users based on verification outcomes (e.g., pass/fail).
  • Send high-risk users to manual review for additional verification.
  • Terminate a journey if specific conditions are not met.

When you open Routing in the Browse and add modules section, you will see the Evaluation module, which is used to create decision points in the journey.

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Add routing logic to your journey

Routing is not a single module but a category that contains Evaluation, which is used to make decisions about where a user should go next. Routing ensures that customers follow the correct journey path based on verification results.

To access routing logic:

  1. Open your journey in the journey editor.
  2. Click Browse and add modules in the left sidebar.
  3. Select the Routing category.
  4. Inside Routing, select Evaluation and click Add to journey.
  5. Connect the Evaluation module to the previous module.

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Define routing conditions

Routing logic is based on Evaluation, which introduces decision points in the journey. You must define conditions that determine when a user follows a specific path.

Routing decisions must be carefully configured to prevent incorrect rejections or allowing high-risk users to bypass verification.

To configure routing conditions:

  1. Click the Evaluation module inside your journey.
  2. Click Configure decisions to open the decision settings.
  3. Define the possible outcomes by selecting a condition:
    • Verification Passed (e.g., “User successfully verified”)
    • Verification Failed (e.g., “Document check failed”)
    • Fraud Score (e.g., “User flagged as high-risk”)
  4. Choose an outcome for each condition:
    • Accept – The user moves to the next step.
    • Reject – The journey ends for the user.
    • Manual Review – The user is flagged for further verification.
  5. Click Save to apply the routing rules.

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Example use case

A customer submits an ID document for verification:

  • If the document is valid, they move forward.
  • If the document is flagged as fraudulent, they are rejected.
  • If the document is unclear, they go to manual review.

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What’s next?

After setting up routing, you need to configure evaluation rules and publish your journey.