Blueprints are the foundation of Case Management. They define the investigation steps for a case and specify which data appears on the case page.

Sumsub provides four preset blueprints that you can customize to fit your needs.

To edit a blueprint, click it and edit its settings.

Create custom blueprints

Blueprint configuration covers General settings, which define how a case is handled, and Case content settings, which determine the data displayed to your compliance officers.

Step 1. Enter basic blueprint data

1. Navigate to Blueprints.
2. Click Create new blueprint.
3. Enter the blueprint’s name and description (optional).

Step 2. Decide how case assignment will be done

You can either manually pick compliance officers from your list or use the load-based assignment feature.

• Select Manually to be able to assign specific compliance officers each time a case is created.
• Select Automatically to use load-based assignment. This feature allows you to pick a number of officers from your list and set the number of cases they can have in their queues.

For example, you can decide to assign cases with a specific blueprint to the officers with fewer than 10 active cases. Then, the system will pick an officer from this group with the fewest cases and assign the next case to them.

If the number of cases assigned to all selected officers exceeds the limit, new cases will be placed in a queue and assigned to an officer whose load falls below the limit first. These cases will also be available for manual assignment.

Step 3. Set up case routing

Case routing automates the process of directing cases to the most appropriate review path.

4-eyes review

The 4-eyes review flow ensures that selected cases are processed by two separate officers responsible for investigation and the approval activities. In this workflow, the investigator analyzes the case and submits their actions, while the approver reviews and validates those actions before they take effect and the case is finalized.

To set up 4-eyes review:

1. Create an Approval blueprint: This blueprint grants designated officers the exclusive right to review, approve, or reject actions taken on a case.
2. Create Investigation blueprint: This blueprint automatically routes processed cases to the Checker queue.
   

Default escalation

Default escalation allows officers to escalate a case to a specific blueprint with a single click.

The destination blueprint determines who handles the escalated case, so, this provides a fast way to hand off work to dedicated teams.

Transfer to

Transfer allows officers to manually move a case to any blueprint selected from a predefined list.

Step 4. Select content for case page

1. Switch to the Case page content tab.
2. Activate the Overview by Summy toggle if you want the AI case overview to be displayed. This summary will contain an intelligent overview of the case, which you can use to accelerate decision-making and help your team work faster.
3. Activate the toggles that control the visibility of the dedicated data on the case page.

You can include the following information:

Step 5. Define case resolution flow

The Checklist feature allows you to define standard resolution steps and require compliance officers to complete them before resolving a case.

For example, you can require officers to:

• Review the case trigger and customer profile.
• Verify document authenticity.
• Confirm the customer's risk level.
• Review previous case history.
• Document internal notes and actions taken.
• Escalate the case if a policy violation is detected.
• Finalize the resolution decision.

To create a case checklist:

1. Enable the Checklist toggle.
2. Select the Make checklist optional for case resolution box if you want to allow officers to resolve cases without completing every item.
3. Add and define your checklist items: click Add field to create items; click the trash icon to remove an item.
4. Drag and drop items to reorder them and adjust the resolution workflow.

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   Note

   • Each item represents a distinct, actionable case investigation step.
   • Each checklist is tied directly to its specific blueprint. It cannot be used or modified independently of that blueprint.

5. Click Create blueprint to apply your updates.