Case management
Trusted by startups & the world’s largest companies
How it works
Configure templates and assignment rules
Create custom templates for every type of case. Then, customize the review process by defining assignment rules and resolution statuses.
Investigate risky cases
Automatically surface high-risk signals to help your team investigate failed checks, analyze user or business data, and rectify user errors faster.
Make business decisions
Approve, deny, or escalate a case, or let your agent decide automatically. Handle any follow-ups, from filing SARs to updating a Zendesk ticket, within Persona.
Key features
Build your ideal case management process
Drag-and-drop layout editorToggle description visibility
Easily build and modify case templates for any use case.
Prebuilt investigation modulesToggle description visibility
Choose from our robust library of prebuilt modules, such as checklists, comments, insights, and more.
Case Review AgentsToggle description visibility
Accelerate decisioning by automating routine cases and surfacing recommendations with reasoning for complex ones.
SLAs and alertsToggle description visibility
Meet deadlines by automatically prioritizing high-priority cases.
Escalation queues and assignment policiesToggle description visibility
Dynamically route cases to the right teams when multi-stage review is needed.
Granular control over PIIToggle description visibility
Configure role-specific PII access when working with sensitive data.
Audit loggingToggle description visibility
Track all activity within a case investigation, such as event timeline and email communication.
IntegrationsToggle description visibility
Consolidate data in one view with integrations for vendors such as Salesforce, HubSpot, and Zendesk.
Productivity analyticsToggle description visibility
Monitor metrics to identify bottlenecks and optimize team performance.
Review users at every stage of their journey, from onboarding to reverifications to account recovery.
Streamline and automate the Know Your Business (KYB) process with our integrated KYB-KYC solution.
Streamline AML case management, manage active and pending AML investigations, and file SARs with prebuilt templates.
Step up investigation for risky users with additional manual screening. Investigate linked fraudulent accounts and related cases.
Continuously improve identity processes by testing new checks and adjusting risk thresholds, especially in response to regulatory shifts or fraud attacks.
Automate manual processes to streamline tasks like underwriting or improving call center operations.
Review users at every stage of their journey, from onboarding to reverifications to account recovery.
Streamline and automate the Know Your Business (KYB) process with our integrated KYB-KYC solution.
Streamline AML case management, manage active and pending AML investigations, and file SARs with prebuilt templates.
Step up investigation for risky users with additional manual screening. Investigate linked fraudulent accounts and related cases.
Continuously improve identity processes by testing new checks and adjusting risk thresholds, especially in response to regulatory shifts or fraud attacks.
Automate manual processes to streamline tasks like underwriting or improving call center operations.
“As a startup with multiple systems, we needed a way to consolidate our users across different BitGo affiliates and business units. We lacked a clear source of truth, and Persona gives us that. With the time saved on review, and the consolidated single source of truth, you could call the resources my team saves a return on investment.”
