TABLE OF CONTENTS


Summary 

Multi-layer approval lets you build structured workflows for approving a case, including setting multiple review layers, assigning reviewers based on rules, and recording decisions throughout the process.


Case Review Experience

When a case is moved to Ready for Review (RFR), the review features help your team avoid double handling, ensure the right people are reviewing, and allow you to document decisions clearly.


Compliance Rules: Approval Workflows

You can configure flexible approval workflows using the new Approval Rules in your compliance settings.

What can I configure?

  • Set conditions to define when a case requires approval and who can review it
    • E.g. High-risk clients must be reviewed by a compliance officer (specific user)
  • Select the number of approval layers: From 1 up to 5 (or more if required)
  • Choose who can approve at each layer:
    • Users
    • Case roles



Starting a Review

  • Start review button: Eligible reviewers will see a “Start review” button when a case enters RFR.
    • Clicking this marks the case as "In Review" and records:
      • Who started the review
      • When they started it
    • An End review button appears to complete their review.
  • Visible status for the whole team:
    • See who is currently reviewing
    • See if the case is waiting for review, in progress, or complete
    • See who has been notified or tagged as a reviewer
    • All users can view the Review tab


Important: Once a reviewer selects Start review, the case status will update to Review in progress.
This ensures visibility for teams where multiple users are eligible to review the case, but only one review is required.

By marking the case as in progress, this helps prevent double-handling or confusion over who is currently reviewing the case.





Adding Review Notes

When a reviewer ends their review:

  • A modal appears to select a review outcome, such as:
    • Approve
    • Reject
    • Rework
  • Reviewers can leave a single set of notes in the modal. These will be saved to the Review tab for visibility.
  • If the reviewer is the final approver, they can choose to submit review or approve case.

Note: These outcomes do not change the case status, but allow visibility into decisions made across each review layer.







Tagging Additional Reviewers

Any user can:

  • Tag someone else for review using the "Notify reviewer" option
  • See who has been tagged and whether they’ve taken action
  • Add notes visible to all reviewers in the Review tab


Notifications 

To ensure the right people are alerted at the right time during the review process, there are two notification types that support multi-layer approvals:

Notification Type: Review Required

This alert is specifically for required reviewers in your multi-layer review workflow.
These notifications are sequential - only the next layer of reviewers is notified once the previous layer has completed their review.
For example, Layer 2 reviewers will not be notified until Layer 1 has submitted their review outcome.


Note: These notifications only go to users listed as required reviewers in the compliance rule


Notification Type: Status Change - Ready for Review (RFR) - (Not for reviewing purposes)

This notification is triggered when a case status changes to Ready for Review.
Use this to notify any team members who need to know the case is ready - even if they aren’t reviewers.
For example, if your case lead is not a reviewer but should still be informed that the case has entered RFR, this is the notification type to use.


To ensure these alerts are received in the preferred way for your organisation, make sure you have configured notification to be either in Source or via email at the preferred cadence. 

More on notifications

 


FAQ

Can I skip this process and approve the case as usual?

Yes, if you don’t configure any approval rules, users can continue to approve cases directly as always.

What happens if a case is rejected?

The case stays in its current state, but the Review tab records that a reviewer has rejected it. Another reviewer can escalate or approve afterward.