Review Loan Applications
Work the review queue as a staff member — assess applications, move them through statuses with guided confirmations, and send invalid documents back for replacement with recorded reasons.
The Review Queue is where staff assess every submitted loan application — whether it arrived through the app or a WhatsApp workflow. This article covers finding applications, reading the review page, and moving applications through their lifecycle correctly.
The Admin area is staff-only. Anyone without staff access is returned to their dashboard with a polite message.
The Review Queue#
Select Review Queue under Admin in the sidebar. Each row shows the applicant (with their email), the application ID, the Channel it arrived through, the amount, submission date, status badge, a WhatsApp Readiness badge, and how many review items are open.
Search by applicant name, email, phone, or application ID, and use Filters to narrow the queue by status. A useful habit: filter by Received for fresh arrivals, and Invalid for applications waiting on document replacements.
The dashboard's "Next best action" card tells you how many applications need document attention right now — its Open review queue button lands you on the queue pre-filtered to those.
The Application Review Page#
Select an application to open Application review. Everything a decision needs is on one page:
- The full submitted detail — identity, address, employer, bank, affordability, next of kin, each with the values the applicant captured.
- Documents — download each ID copy, payslip, and bank statement, with per-document actions.
- Fees — the fee lines this application will carry, in plain language.
- Generate documents — run a configured automation (like a loan agreement) for this application. See Automate Loan Agreements.
- Status review — the transition buttons that move the application forward.
- Status timeline — the full workflow history, from the header button.
The applicant's name links straight to their applicant record for context on their history.
Moving an Application Through Statuses#
The Status review card shows one button per status, with the current one marked. Selecting any status opens an Update Application Status confirmation that explains exactly what that change means before you commit — for example:
| Status | When to use it |
|---|---|
| Created | Send the application back to document collection. |
| Received | Confirm it's ready for the review queue. |
| Processing | You're actively assessing it. |
| Invalid | Documents need replacement — uses the guided invalid-document flow below. |
| Resolved | The applicant has fixed all outstanding items. |
| Approved | The applicant met the approval requirements. |
| Declined | The application is unsuccessful — make sure your review notes are right first. |
| Archived | No further action is expected; removes it from active review. |
Confirm with Update, and the change lands in the timeline with your name against it.
Sending Documents Back#
When a document doesn't pass muster, don't decline the application — mark it Invalid so the applicant can fix it:
- Select the Invalid status. The dialog adds a "Documents to invalidate" checklist.
- Tick each document that needs a replacement — ID copy, payslip, or bank statement. At least one is required.
- Confirm. The applicant sees exactly which documents to re-upload, with your reasons recorded — their application shows a message like "Application has invalid document(s). Please upload new Payslip to proceed."
You can also invalidate a single document directly from the Documents section — select Mark invalid on the document and confirm.
Once the applicant uploads replacements, the open review items close and you can move the application to Resolved to continue the assessment.