How customers connect to cases
A case shows a customer's name beside an address only when that customer has declared the address. Screening works either way.
Screening starts from an address. Customer verification starts from a customer. Nothing connects the two until one of your customers declares that address as their wallet.
Screening keys on an address. Customer verification keys on a customer. Nothing connects the two until somebody declares a wallet, which is why the same address can look like either of these.
Nobody has declared it
Unknown
- Screening
- Ran. Exposure and attribution available.
Screening still runs. It never needed a customer. There is simply nobody to verify.
A customer declared it
Harbour Digital Pty Ltd
- Customer since
- March 2024
- Wallet
- 0x7a2f…0a5f
- Screening
- Ran, as before.
Now there is a customer to verify, and the case can carry what the chain says about the address alongside what a vendor says about the people behind it.
| What you hold | What happens |
|---|---|
| An identifier the vendor issuedNames one exact record at the vendor, so there is nothing to resolve. | Tried first |
| Your own key, which the vendor also storesThe vendor looks up whatever it currently maps that key to. | Tried next |
| Your own customer id, and nothing elseUsed only when the vendor holds no identifier of its own. | The fallback |
| Nothing the vendor can resolveDifferent from a check that ran and came back empty. | No check is made |
Which identifier you hold decides how the check runs
One vendor can hold the same customer twice: once under an identifier it issued, and once under your own key. Those are looked up differently, so Cogentic uses the one you actually hold rather than assuming.
When you hold nothing the vendor could resolve, no call is made at all. That is recorded differently from a call that was made and found nothing, because the two mean different things to whoever reads the case later.
The data here is invented.
The screening on the left is identical in both. Only the name on the right is new.
Two ways a customer reaches a case
Either the alert names your own customer id, or the address on the case is one your customer has declared. Both put the customer on the case, and a customer found both ways appears once.
What you see on the case
A customer the agent resolved arrives as Suggested. Add to case confirms them under your name. Dismiss withdraws them, and the agent does not propose that customer on this case again.
When the customer record changes after the case picked it up, the row says so and offers Use current record. A closed case shows the note without the button, because a closed case cannot change what it says it relied on.
When several customers declare the same address
Several of your customers can declare one address. Customers whitelisting the same exchange address is ordinary.
The name on the case then carries a count of the others. Hover it and Cogentic names them. It says Custody unclear when not every customer said the wallet is hosted. One party normally controls an unhosted wallet, so two customers declaring one needs checking.
Related
Addresses and wallets
An address is a destination that anyone can create, for free, without telling anybody. Everything else said about one, including who owns it and what it is for, was added later by somebody making an inference.
The Customers screen
Customers lists every customer your systems have pushed into Cogentic. The records are read only.
The case screen
Where to find things on a case, and what each of the four tabs is for.
Last checked against the product on .