Overview
ID Liveness Detection helps confirm that a patient is physically present during identity verification and that the person completing verification matches their submitted identity information. Similar to SMS or ID Verification, Liveness can be added as a default to any form, or can be chosen during the assignment process. To enable ID Liveness, please reach out to your EngagedMD representative.
Patient Expectations
Patients should complete the process on a device with a working camera. They should be in a well-lit area, remove anything blocking their face, and follow the on-screen prompts.
During the liveness check, the patient may be asked to position their face within the camera frame or complete a short movement prompt. The system uses this step to help confirm that the patient is present and not using a static image or recording.
If a patient fails Liveness Verification, their ID will be sent to the clinic for manual review. If a patient declines facial recognition for Liveness Verification, they will need to discuss with their clinic other options for verifying their identity, such as standard ID verification or SMS verification.
Patients can learn more about the Liveness ID Verification Process by reviewing Docusign’s article on the topic
How to set ID Liveness on a form
Staff admins can set ID Liveness as the default authentication method for a form template:
- In the Staff App, go to the Library.
- Open Forms.
- Select the form you want to edit.
- In the authentication options, choose IDV Liveness.
- Save the form.
After saving, the form icon updates to show a liveness indicator so staff can distinguish it from standard IDV forms. The library setting is only the template default; staff can still override the authentication method when assigning the form to a patient.
How to assign a form with ID Liveness
Assign the form using the standard assignment workflow. On the final assignment screen, ID Liveness will appear as the selected authentication method if it was set as the form’s default. Review the assignment, confirm the authentication method, and submit.
Alternatively, select ID Liveness amongst the verification options at this stage to manually assign the authentication method to the specific envelope.
EngagedMD sends the envelope to the patient through DocuSign using the ID Liveness Workflow ID.
What staff should do if ID Liveness fails
When verification fails, staff receive a notification email and a task. In the Staff Application, the form will show a “Verification Failed” status along with the IDV Liveness indicator.
To review the failure:
- Open the patient’s task list.
- Find the failed form.
- Select Review.
- Read the failure reason shown in the modal.
Unlike standard IDV, staff do not manually review the ID image or selfie video. DocuSign does not surface those materials for staff review, instead the next step is to resend the form:
Staff can resend using IDV Liveness again, or they can choose another available authentication method, such as standard IDV, SMS, or no authentication. After selecting the method, click “Resend” to send a new notification to the patient and unblock the form.
Need More Help?
More information in Liveness and troubleshooting Liveness can be found on Docusign’s Website
For questions or concerns, please reach out to our Support Team.