KYC Mode using Verify Add-On Module

Overview

Know Your Customer (KYC) verification adds a government document identity check to your form. Users are guided through a process of selecting their identity document type, providing the relevant details, and having those details verified against official records in real time via the Chandler Verify add-on.

KYC is the highest level of identity verification available in CX Platform and is designed for forms where confirming a user's real-world identity is a regulatory or compliance requirement — such as financial services applications, onboarding flows, and benefit claims.

Setup involves two parts: configuring the Chandler Verify KYC mode and related settings in the form's Details tab, and placing the Chandler Verify KYC Widget on the form template at the point where verification should happen.

‍Add-on module required: KYC verification requires the Chandler Verify add-on to be included in your CX Platform agreement. If you're unsure whether Verify is available for your tenant, contact your Chandler CX account manager or check with your system administrator.

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Step 1 — Configure KYC settings in the Details tab

KYC settings are in the Details tab of the form template, under Access and Authentication.

Open the form template and click the Details tab.
In the Access and Authentication section, configure the KYC fields as described in the table below.
Click Update to save your settings.

Setting	What it does
Chandler Verify KYC mode	Enables KYC verification for the form. Set this to the appropriate mode based on your verification requirements. When set to None, KYC is disabled.
Make KYC optional	When ticked, users can skip the KYC step and proceed without completing identity verification. Leave this unticked if KYC completion is mandatory for the form to be processed.
Chandler Verify KYC Policy	The verification policy to apply — this defines which identity documents are accepted and what rules govern the verification check. Policies are configured in the Verify module. Select the appropriate one for this form's requirements.
KYC Creation mode	Controls how KYC records are created. Create unique record creates a new verification record for each form session. Check with your implementation team if you're unsure which mode applies to your integration.

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Step 2 — Add the required identity fields to your form

Before placing the KYC Widget on the form, you need to add a set of specific fields to the form template on a page that appears before the KYC Widget page. These fields pass the user's identity details to Chandler Verify when the verification step is reached — without them, KYC won't work regardless of the KYC Creation mode selected.

The fields must be Single Input components with their Name values set exactly as follows:

Field Name (required)	Title (your choice)	Required for
`firstName`	Whatever label makes sense for your form — e.g. "First name"	All KYC Creation modes
`surname`	e.g. "Last name" or "Surname"	All KYC Creation modes
`dateOfBirth`	e.g. "Date of birth"	All KYC Creation modes
`AccountNumber`	e.g. "Member number" or "Account number"	Use existing record mode only

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‍The Name value must match exactly — the Title can be anything: In the Form Designer, each field has two text values: the Name (set in the General tab — this is the internal identifier) and the Title (the label displayed to users). The Name values listed above — firstName, surname, dateOfBirth, and AccountNumber — must be entered exactly as shown, including capitalisation. The Title can be written however makes sense for your users.

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‍Create unique record vs Use existing record

Create unique record creates a new verification record in Chandler Verify for each form session. You need firstName, surname, and dateOfBirth fields.

Use existing record looks up an existing member record in Chandler Verify using their account number, then associates the KYC check with that record. You need all four fields — firstName, surname, dateOfBirth, and AccountNumber.

These fields can be pre-populated from your API payload if the form is private, or filled in by the user as part of the form journey. Either way, they must be present on a page that comes before the KYC Widget page so their values are available when verification runs.

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Step 3 — Add the Chandler Verify KYC Widget to the form

Configuring the KYC mode alone doesn't add the verification step to your form — you also need to place the Chandler Verify KYC Widget on the template. This is the component that presents the identity verification flow to the user.

The widget renders a preview placeholder in the Form Designer. When a user reaches it in the live form, it's replaced by the full Chandler Verify experience — document selection, field entry, and real-time verification.

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Open the form template and go to the Template tab, then select Form Designer.
Add a dedicated page at the point in the form where you want KYC verification to occur. The verification step typically works best on its own page, separate from other form questions.
From the Toolbox, drag the Chandler Verify KYC Widget onto the page canvas.
Click Edit on the widget to open its settings.
In the General tab, update the Title to something clear and reassuring — for example, "Verify your identity".
Add a Description to explain what will happen and why — for example: "To complete your application, we need to verify your identity using a government-issued ID. This is a quick, secure process."
If KYC completion is mandatory, ensure Is required? is toggled on. This prevents users from bypassing the step. If you've ticked Make KYC optional in the Details tab, you will want to leave this off — the two settings should be consistent.
In the Previously completed field, enter the message shown to users who have already completed KYC in a previous session — for example: "Your identity has been successfully verified. Please click next to continue."
Click OK, then click Save in the Form Designer.

‍The widget renders a preview in the designer: In the Form Designer, the Chandler Verify KYC Widget shows a static preview image of the Verify flow — this is expected. The live verification experience only renders when a real user reaches the widget in the published form. Use Test Form to see it in action before publishing.

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Combining KYC with other authentication settings

KYC verification works alongside the Authentication mode and MFA settings, giving you full flexibility to combine layers of identity verification. A typical high-assurance setup might look like this:

‍Example — Private form with authentication, MFA, and KYC

‍Access mode: Private / API‍
Authentication mode: Match to prefill data — the user must answer identity questions (e.g. surname and date of birth) before proceeding.‍
SMS MFA mode: Prefilled mobile number — an OTP is sent to the mobile number on file after authentication passes.‍
Chandler Verify KYC mode: Enabled — the user then completes a full document identity check via the Verify widget.

This stacks three layers of verification: something they know (prefill match), something they have (mobile number), and proof of identity (government document).

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Once the KYC mode is configured and the widget is on the form, the Chandler Verify flow will appear automatically when users reach that page. Test it end to end using Test Form before publishing to confirm the verification flow completes correctly and the previously-completed message shows as expected for returning users.

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