GO Documentation: Backops

ABOUT

BackOps (for back operations)

Generic Onboarding is a platform which focuses on developing digital onboarding flows that are completely customizable. The standout feature of GO is that each onboarding flow can be designed as per user requirement with minimum effort. The production Backops helps the client manage merchants, users and handle applications along with their various states.

Select Grants: ADMIN

You have to select the grants for your portal. A backops user is a person who is assigned to do some specific tasks based on their hierarchy(or not). The grants decide the tasks that come under the purview of any backops user. These are the sections your portal will contain. 

Generic Onboarding currently provides the following grants:

1. Data and Documents - Displays all the Data and Documents submitted by the applicant.

2. Due Diligence - Displays Applicant Background check results such as AML, Geo-tagging, Browser Data,etc

3. Forensics - Displays results from Face match and Video Verification.

4. Form Data - Displays the Data collected from the Manual Entry forms.

5. Contract - Displays the Applicants generated Contract.

6. Additional checks - Displays any additional data that might have been included in the Onboarding flow

Table of contents

• ?　Dashboard

  • Date filter

  • Top level stats

  • Graphs
    
    

• ⚙️　Settings

  • Create merchant

  • Manage users

  • Manage roles

  • Mail configuration

  • Application callback

  • Page callbacks

  • Manage passwords
    
    

• ?　Applications

  • All applications

  • Data & Documents

  • Due diligence

  • Forensics

  • Form data

  • Additional checks

  • Summary

  • Cross verification

  • Contract

  • Internal notes

  • Logs
    
    

• ✋  FAQs

?　Dashboard

HOME → DASHBOARD

Gives a holistic view of all the applications that are received through the connect onboarding. These are managed by users having different roles that hold various grants used to make 

⚙️　Settings

　⚙️　→ Create merchant

HOME → SETTINGS → CREATE MERCHANT

Merchants are the front-end users who will be doing onboarding. A merchant is created first, which generates links catered to that specific merchant.  A backops user (with appropriate grant) can create a merchant account and send the details with generated links to them so they can complete their onboarding journey.

　⚙️　→ Manage users

HOME → SETTINGS → MANAGE USERS

Backops allow users to manage the users of it. For a client organization, there can be multiple designations and levels on which different users operate. This can be done through assigning designations and levels. Each one of them can be given grants, that act as permissions to take certain actions on the applications that the backops portal receives. The organization’s internal hierarchy can also be created. 

　⚙️　→ Manage roles

HOME → SETTINGS → MANAGE ROLES

Different backops of users may have different rules assigned to them. These rules may depend on the kind of organization and on the level of hierarchy that they are on. Rules can be named according to the internal designation or as per convenience. These rules can have a title, a level, and a set of grants that the backops user has access to. These grants allow the user to take actions on applications based on the level or their designation in the organization. Additionally, a manager ki feel is also there which helps in the escalations of the applications.

The roles have grants that allow each user’s role to take actions. These are:

1. Show Accept/Reject button
   This allows for accepting and rejecting the application. 
   
   

2. Show Draft button
   The list of applications with status as drafts can be accessed with this.
   
   

3. Show Send to Manager button
   Send application to manager as escalation.
   
   

4. Create Merchants
   This allows users to create merchant accounts in the portal.
   
   

5. Create Backops users
   One backops user can create another backops user. 
   
   

6. Manage / edit other backops users
   Making edits to the current backops users.
   
   

7. Manage / create Designations
   Designation within an organization could be created and edited.

8. Reassign Applications
   Reassignment of applications is done when a particular application is transferred to some other user to take an action on.

9. Deactivate the backops user by default
   While creating a bank ops user make the account deactivated by default so that it needs explicit activation for further actions.

10. Can activate other backops users
    Ability to activate other bank operations users.
    
    

11. View only user list
    This grant is only for giving the list of users
    
    

12. View / edit Callback Configuration
    Create and edit call back application
    
    

13. View / edit Mail Configuration
    All the email interactions can be configured to track with the end user various email configurations such as email IDs, subject templates can be viewed and edited by this grant.

14. Make changes to Accepted/Rejected Applications (Not under Hierarchy)
    Make status changes of applications without hierarchy
    
    

15. Make changes to Accepted/Rejected Applications of Lower Hierarchy
    Make status changes of applications at lower levels.
    
    

16. Show all Applications
    Viewing all applications.
    
    

17. Download MIS report
    Downloading MIS reports.

Apart from grants, levels define the hierarchy of users. There are numeric representations of what level a user operates on (example 1,2,3 and so on...).

　⚙️　→ Mail configuration

HOME → SETTINGS → MAIL CONFIGURATION

All the email interactions can be configured to track with the end user various email configurations such as email IDs, subjects templates can be viewed and edited by this tab. Inside mail configuration tabs there are two parts.

The two parts within mail configuration are:

1. Brand identity configuration
   Corporate brand identity that goes inside any email correspondence can be configured here. Here, options to upload a company logo and set a primary branding color are given.
   
   

2. Email templates configuration
   There are email templates that can be configured. In total 4 properties are configured:

   1. The four properties

      1. Toggle for weather mail is required or not

      2. Configure SMTP (option to use Signzy’s SMTP or opt for a customised one)

      3. Email information (Email ID and Email subject)

      4. Customise template (Change the look of email by editing parts of it.)

   2. The four properties mentioned above can be tweaked for the following use cases:

      1. Before onbaording

         1. Create merchant

         2. OTP verification

      2. During onboarding

         1. Submerchant mail

      3. VCIP

         1. Call schedule

         2. Call drop

      4. After onboarding

         1. Accepted

         2. Rejected

         3. Drafts/ Redo

         4. Successful submission

　⚙️　→ Application callback

HOME → SETTINGS → APPLICATION CALLBACK CONFIGURATION 

The callback URLs are the URLs where the whole application data can be received in JSON format. For example, Application Callback URL will receive details of the onboarding user's front end journey in JSON format as soon as s/he completes the front end journey and reaches the "thank you" page.

Similarly, the Accepted/Reject/Draft Callback URL will receive the JSON data when the particular application is accepted/rejected/drafted from the backops.

　⚙️　→ Page callback

HOME → SETTINGS → PAGE CALLBACK CONFIGURATION 

When, for a merchant, only a specific part of any application needs to be shown, a callback URL is set up for it. For example, if a merchant’s application is all correct except for the PAN as their date of birth proof, then a callback URL for only PAN card can be set to allow them to upload just the PAN. If the callback URLs are used by merchants the entire application will been updated accordingly.

　⚙️　→ Manage passwords

HOME → SETTINGS → MANAGE PASSWORDS

The managed passwords section helps you change the password.

?　Applications

?　Applications

HOME → APPLICATIONS

View-all-application lists all the applications submitted. This can be further filtered and can be viewed by categories / buckets of:

• ACCEPTED

• PENDING

• DRAFT

• REJECTED

The user interface is explained below:

The contents of the applications are presented within tabs. These tabs are grants, page types, and configurations done in the ADMIN. The usual list of tabs is:

• All applications

• Data & Documents

• Due diligence

• Forensics

• Form data

• Additional checks

• Summary

• Cross verification

• Contract

• Internal notes

• Logs

　?　→ Data and Documents

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

View-all-application lists all the applications submitted. Data and documents tab lists all the screen names configured in the admin. They are part of the flow and the information submitted by the user. The structure of the information submitted would be as follows:

• Screen name:

  • List of fields/ labels for that screen document

  • Values of those fields

  • Whether text match was successful or not

  • Whether verification was successful or not

  • A preview (zoomable) of the uploaded document. 

The information is displayed in the above manner. Two controls are given:

• To rotate the document preview for better visibility.

• To take notes for a particular screen.

The screens and checks are configured in ADMIN.

　?　→ Due diligence

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

The background check such as Anti money laundering would be shown in this section. The fields are AML check and APp data for device references. It is simply shown in a table.

　?　→ Forensics

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

Any forensic information goes here which incorporates any image analysis required.

　?　→ Form data

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

Any form data configured in the ADMIN will contain all the elements and inputs are listed in a tabular manner in this section. Any checks configured with any of the labels in the forms would also be shown by a check mark.

　?　→ Additional Checks

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

Any additional checks configured would be listed under this section.

　?　→ Summary

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

The summary screen summarizes the rules, through rule and engine what pathway was taken during the application submission. In one screen one, the conditions and what screen is used after fulfillment of that condition is also mentioned.

　?　→ Cross verification

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

Sometimes it is needed to have comparisons between two documents. This section allows that. There are two columns that show two dropdowns to be used to pick two documents for comparison. Both documents will be displayed side-by-side for easier comparison.

　?　→ Contract

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

Finally, the contract is made ready with all the relevant information that can be viewed by the backops user. At the end, the submitted documents and proofs are appended to compile everything into a single PDF. At the very end there are three buttons:

• REJECT

• DRAFT

• ACCEPT

These actions can be taken from here and the application will be put into that bucket. The final actions are taken in this section.

　?　→ Internal notes

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

Internal notes are used to jot down any comments. These can be used to comment and point out any peculiarities or discrepancies for the application supervisor. All the notes taken anywhere in the backops portal would be listed in this section.

　?　→ Logs

HOME → APPLICATIONS → <CLICK ON VIEW APPLICATION>

The changes for a particular application are listed under logs along with a timestamp. This helps tracking changes for the application. RM details  are also shown in this section for reference.

✋　FAQs

✋　Frequently Asked Questions

• Q: What all can be configured with Backops?
  A: The table of content lists the components that can be configured. These are:

  • Merchant management

  • Role management

  • Mail configurations

  • Page callbacks

  • Password management

  • Application status management

• Q: How does one configure the application or flow?
  A: The ADMIN takes care of the flow creation and management

• How are the hierarchy of backops users created?

• Where is the option to give special grants/rights to backops users?

• Where can I see what action was taken last on an application?

• How can I check whether an application was Safe/Unsafe/Risky?

• How can backops users be activated or deactivated?

• How can the details of a backops user be updated?

• Is there an option to change/reset password?

• What is the use of the escalated bucket?

• How can the application data be sent to another source?

• What are the parameters to download the MIS report?

• What are the different statuses of an application?

• Is the application ID present when an application is created and where can someone find it?