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Getting started with Inquiries

What is an Inquiry? 

A Persona Inquiry represents a single instance of an individual going through an identity verification flow and providing the required information to attempt identity verification. A single inquiry can contain one or more types of Verifications, and there may be multiple attempts available per Verification type. Learn more about the inquiry model and other key concepts here.


Everything in your flow is configurable — you can choose the Verification types, the number of attempts, and more.

Note: The ability to customize Verification types, the number of Verification types, etc. is available to organizations on paid plans. If you are on the Starter plan and would like to customize or add additional Verification types to your flow, please contact us at to discuss upgrades.

How to create your first Inquiry

Persona has a variety of integration methods that include hosted links, embedded flows, mobile SDKs, and more — you can choose the integration method that works best for your business. Learn more about integrations here.

To begin, we recommend creating an inquiry in your Sandbox environment with the hosted link method to see how inquiries work in general. Inquiries created in Sandbox aren’t counted toward your plan’s monthly inquiry quota. 

You can ensure that you’re in the Sandbox environment by toggling your environment to Sandbox in the toolbar:


Once you do this, you should see a “Currently in Sandbox Environment” banner at the top of your dashboard:


To return to your Production environment, simply switch the toggle off.

Manually creating an inquiry

The instructions below will go over a simple way to manually create an inquiry.  

  1. Go to “All Inquiries” under the “Inquiries” Section
  2. Click on the “+Create Inquiry” button on the upper-hand corner of the dashboardcreate-inquiry.png
  3. A new window will open that allows you to:
    1. Add an optional Reference ID, which acts as a unique identifier you can use to match back to your internal systems (like your CRM or database) and allows you to group multiple inquiries from the same individual into a single Persona Account.
    2. Check a box to send an email to a specific recipient. You can also customize the email’s subject line, copy, and call to action in the next step.withpersona.com_dashboard_inquiries_currentPage_1_filter____pageSize_15_sort___sort___created_at___shouldSortDescending__true__Desktop_Screenshot___11_.png
  4. If you choose to not send the inquiry by email, you can leave the checkbox unmarked and click on “Create Inquiry.”
  5. Next, copy the URL for this specific inquiry and open it in your browser. Run through every step to complete the inquiry flow.withpersona.com_dashboard_inquiries_currentPage_1_filter____pageSize_15_sort___sort___created_at___shouldSortDescending__true__Desktop_Screenshot___5_.png
  6. Once your inquiry has been completed, return to Inquiries in your Persona dashboard and click on the completed inquiry. In the next section, we’ll go over how to review and interpret inquiry results.

Inquiry Expiration

By default, inquiries expire either at (whichever occurs later):

  1. 24 hours after creation, OR
  2. 24 hours after an individual begins an inquiry

Note: The ability to customize an inquiry’s expiration period is available to organizations on paid plans. We typically do not recommend setting the expiration to be longer than 15 days for security reasons. If you are on the Starter plan and would like to upgrade, reach out to us at

How to review Inquiry details

Inquiries of all statuses will appear in the Inquiries dashboard, and you can see the status in the rightmost row of the table. You can click into any inquiry to see it in more detail, like the collected attributes and the verification checks that were run.

Within the Inquiry view, you will find the following sections:



This tab shares high-level details about the Inquiry, like the time it took the individual to complete the inquiry, the collected attributes on the verification document(s), and the location of the device where the inquiry was completed compared to the residence collected on the verification document(s).


This tab shares the details on every verification attempt within an Inquiry. A Verification represents an attempt by an individual to verify their identity. Note that an inquiry can contain one or more verifications. 

Within each Verification, there are different verification checks listed so you can understand:

  • which verification checks were performed,
  • the type of verification check (fraud, user action required), and
  • if that particular verification check is required to have passed in order for this individual to move forward in the identity verification process

Not all verification checks are required, but required checks will impact whether the verification passes or fails.

Each Verification also includes a helpful tooltip that defines each verification check.



Note: The ability to customize Verification checks is available to organizations on paid plans. They are configurable based on your organization’s appetite for balancing between risk and conversion. If you are on the Starter plan and would like to upgrade, reach out to us at


This tab displays details about the devices an individual used to perform their Inquiry. 

In the Location module, you can compare the location of the individual’s residential address on their government ID to where they performed their inquiry. This is especially useful if the location is an important factor in your organization’s fraud detection strategy.

Other details in this section include data around the devices’ IP address, network country, if the device is connected to a VPN, and more. This data can also be useful for List creation and fraud prevention.


This tab displays any Reports that this individual matches on. Reports can include Global Watchlists, PEP Screens, and more.

List matches

Persona Lists allows you to create lists of information and easily flag inquiries that match the information found on the list. In this tab, you'll find any matches on a List for this individual and what the matched item is.

For example, if you have a list of known IP addresses that you would like to block, you can upload the addresses into a List and automatically deny individuals that match those addresses using Workflows.

Using Inquiry details across the Persona platform

You can use Inquiry data to activate other parts of the Persona platform. For example, you can use failure for a non-required verification check to trigger a Workflow to create a Case for manual review.

What’s a template?

The template defines the sequence of verifications — and the configuration of each verification — in your end user’s inquiry flow. In other words, a template will determine which methods of verification to run an end-user through, the order in which the verifications are run through, and how many attempts are allowed for each verification.

An example of a template is asking a user for their government ID and selfie. In this case:

  • the template defines Government ID and Selfie as the Verification types
  • the template defines asking the end-user for the Government ID then the Selfie as the sequence of verifications
  • the template defines that the end-user can attempt Government ID submission five times and Selfie submission three times as the maximum number of attempts for each Verification type

In the template view, you’ll also be able to configure the associated Theme, available end-user languages, countries you would like to accept IDs from, and if end users can reach your support team during the flow.

Note: Starter Plan customers have one uneditable template (Government ID and optional Selfie) and one editable theme available on their plan. The end-user languages and countries to accept IDs from defaults to all countries. Configurations are available to customers with paid plans. If you would like to explore other plans, email us at

What’s a theme?

The theme defines the branded and visual elements of your end-user flow. Each template must have an associated theme, which determines the look-and-feel for your Inquiry flow.

To start configuring your theme, use the “Theme” button on the top-right corner in the Inquiry Template Editor


In this view, you’ll be able to preview the changes you make live. Almost everything is configurable; we recommend playing around with the tool to see how to best match your theme to your brand.

You’ll be able to configure:

This includes, but is not limited to:

  • Colors: Choose the colors of buttons, icons, fonts, progress bars, and more.
  • Fonts: Define the fonts, font sizes, font weights, and alignments for headers, body fonts, small text, and buttons.
  • Buttons: Define how you would like the buttons on your flow to appear — from the border radius and button style to text transformations.
  • Links: Choose a style for how you would like your links to appear.
  • Borders: Choose the smoothness of the border of the flow, for a better User Interface.
  • Page Transitions: Choose a navigation style between pages to smoothen the User Experience of your flow.
  • Logo: Add your company or organization logo to personalize the flow to your brand.

If there is a visual element or text that you would like to change beyond what is available in the theme view (e.g. custom font), please reach out to your customer success manager or



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