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When the evidence on a case is incomplete, an analyst asks the customer for what is missing without leaving the case: a proof of address, the source of funds, a clearer document. Frayme writes the email from your templates and your systems deliver it. The case waits as awaiting information until the reply arrives, and the reply is recorded on the case as evidence the analyst decides with.

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Before you start

Frayme never sends email itself. Your systems need an endpoint that receives the signed case.rfi_requested webhook and sends the message; see RFI requested for the payload.

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1 · Set it up

A manager does this once, in Settings → Communication. a) Choose the communication webhook. Under Communication Webhook, pick the Webhook endpoint that receives information requests: Default or one of your named endpoints. Endpoints are created in the API tab. The choice saves as soon as you pick it.
Communication Webhook card with the webhook endpoint list openCommunication Webhook card with the webhook endpoint list open

The endpoint that receives case.rfi_requested.

b) Create the templates. Under Communication Templates, click Create Template and give it a Name, an optional Description that says when to use it, a Subject and a Body. Type ${ in the subject or body to insert a case value, such as ${customer.name}, ${caseId} or ${subject.transaction.amount}. Only the variables the dialog lists are filled in; anything else is left empty when the request is sent.
Create Template dialog with a subject and body that use case variablesCreate Template dialog with a subject and body that use case variables

A template for proof of the source of funds.

Create one template per request you send often, for example proof of address, source of funds, or additional identity documents.

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2 · Send a request

An analyst does this from the Decision Console. a) Claim the case and open the request. Request Information is the third button in the Decision card, under Decline. It is active once you hold the claim.
Decision card with Approve, Decline and Request InformationDecision card with Approve, Decline and Request Information

Request Information, under Decline.

b) Write the request. In Request Information:
  • To is filled from the case and cannot be edited. The badge beside it says where the address came from: verified identifier, AI-extracted or caller-supplied. When the case has no email, the dialog says No customer email on file and the request cannot be sent.
  • CC takes up to ten addresses, separated by commas, and suggests the ones you used recently.
  • Template fills Subject and Body with this case’s values. Edit both as you need. Variables that could not be filled are listed below the body.
Request Information dialog with a template appliedRequest Information dialog with a template applied

Subject and body filled from the template.

c) Send it. Click Send request. The Decision card shows Awaiting customer information with the masked address, the timeline records Information requested, and the case’s row in the Decision Queue gets an Awaiting info chip. Hide awaiting info on the queue hides these cases while you work on the rest.
Decision card showing Awaiting customer informationDecision card showing Awaiting customer information

The case waits for the customer.

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3 · When the answer comes back

a) Through your systems. If your systems collect the reply, they send it to Frayme with POST /cases/{caseId}/rfi/{rfiId}/response. The Decision card changes to Information request answered, and each answer appears under Evidence, marked RFI. Your endpoint receives a case.rfi_answered webhook.
Decision card showing Information request answered by the customer's systemsDecision card showing Information request answered by the customer's systems

Answered by the customer's systems.

Evidence section listing three answers marked RFIEvidence section listing three answers marked RFI

Each answer is evidence on the case.

b) Outside Frayme. If the customer replied to your team directly, the analyst records the reply on the case.
  1. Open Evidence. It sits in the decision column, below the Audit checklist and This party’s other cases, above Notes. Click + Add.
    Decision column with the Audit checklist, the party's other cases, an empty Evidence section and NotesDecision column with the Audit checklist, the party's other cases, an empty Evidence section and Notes

    Where Evidence sits.

  2. Fill in the dialog. In Add evidence:
    • Under Fields, give each item an Evidence name, such as Proof of address, and its Answer. Click + Add field for more. Workflow rules read each answer by a key made from its name: lowercase, without accents, other characters replaced by _.
    • Under Documents, click Choose files to attach PDF, JPEG or PNG files, up to 20 MB each and ten per submission, each with an optional label.
    • Tick This answers the open information request. It closes the request for good; a follow-up needs a new request. Leave it unticked to record something the customer sent without closing the request.
    Add evidence dialog with two fields and the answers-the-open-request box tickedAdd evidence dialog with two fields and the answers-the-open-request box ticked

    Name each item, give the answer, and tick that it answers the request.

    • Frayme does not open or scan attached files. They reach other analysts and can be read by an AI node in the workflow, so scan files you received from a customer before you attach them.
    • When a Send RFI node is waiting on the request, This answers the open information request resumes the workflow down Answered with the values you typed, and the rules after it act on them. No claim is needed, and Frayme records only which analyst did it. Grant evidence:write to people you trust to answer for the customer, and route Answered to a Review node rather than straight to Approve.
  3. Click Record evidence. The answers appear under Evidence, marked Analyst, and attached documents appear in Document Check, marked Provided by: Analyst. If you ticked the box, the Decision card changes to Information request answered, recorded by an analyst; otherwise the request stays open.
    Evidence section listing the two answers the analyst recordedEvidence section listing the two answers the analyst recorded

    Recorded by an analyst.

c) Decide. With the reply in view, approve or decline the case as usual. See Approve, decline or run a workflow action.

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Automate it

A workflow can send the request itself with the Send RFI node, from the Integration group of the palette. Pick a Template, turn on Wait for the response, and set a Response deadline (days).
Send RFI node panel with Wait for the response on and a seven-day deadlineSend RFI node panel with Wait for the response on and a seven-day deadline

Wait for the response, with a deadline.

The waiting node then branches on Answered, Timeout or Cancelled, and the rules after it read the answers as vars.rfi.answers.<key>, where rfi is the node’s Output variable. When each branch fires, and the deadline’s limits, are in the Send RFI reference.
Send RFI node on the canvas with Answered, Timeout and Cancelled branchesSend RFI node on the canvas with Answered, Timeout and Cancelled branches

Answered, Timeout and Cancelled.

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Limits

  • A case has at most one open request. Reopening Request Information shows A request has already been sent; Cancel request closes it so you can send another. Cancelling sends a waiting workflow down Cancelled.
  • A request is answered once. There is no amending an answer or reopening a request.
  • When the case is decided, an open request is cancelled without a webhook of its own; your systems receive case.decided.
  • Evidence reaches workflow rules only when it answers a request a Send RFI node is waiting on.
  • Removing evidence asks for one of five reasons and is allowed on decided cases too. It hides the item and records Evidence removed on the timeline, but it does not revoke access: a removed document stays retrievable by anyone in your tenant with cases:read. Removing evidence never changes the decision.