Search for any customer, account or case

FlowSentry gives you three ways to find something: the command palette for a quick jump, full search for free text, and the customer and account registers when you need filters. All three show only the records your role is allowed to see.

Before you start

• Anyone signed in can use the command palette and full search.
• The Customers and Accounts registers need a role that can read customers: Analyst, Senior analyst, MLRO, Deputy MLRO, Risk manager, Auditor, Relationship manager, KYC reviewer or Senior approver.
• Cases appear only for roles that can read cases (Analyst, Senior analyst, MLRO, Deputy MLRO, Auditor and QA reviewer).

Jump straight to a record with the command palette

1. Press Ctrl+K (Windows or Linux) or ⌘K (Mac). You can also press / when you are not typing in a field.
2. In Search or jump to, type one of the following:
   • part of a page name, such as "kyc" or "rules"
   • an action, such as "create rule"
   • a customer, account, case or rule reference.
3. Use the arrow keys to pick a result and press Enter.
4. If nothing matches what you need, press Enter on your free text to open full search at /search.

Press Esc at any time to close the palette.

Tip: The palette is the fastest route to a page you use less often. Typing two or three letters of the page name is usually enough.

Search the customer register

1. Open Customers from the Customers module in the icon rail, or go to /customers.
2. In the search box, type either:
   • the start of any part of the customer's name, or
   • an exact identifier: national ID, KRA PIN, phone number, account number or customer number.
3. Narrow the list with the filters if needed: risk band, KYC status, PEP, sanctions, country, branch, onboarding date, reviews due or IDs expiring.
4. Select a row to open the customer profile.

The tiles at the top (Customers, High risk, Incomplete KYC, IDs expiring, PEPs, Reviews overdue) give you a quick count and a starting point.

Note: Identifier searches match the whole identifier exactly. A partial national ID or phone number will not find the customer; use the name instead.

Search accounts

1. Open Accounts or go to /accounts.
2. Search by account number or by the owner's name.
3. Select an account to see its details and its owner.

Find a case

• Type the case reference into the command palette and press Enter, or
• Open Alerts & cases at /alerts and look in the cases list, which shows Case, Title, Stage, Owner and STR.

Masked identifiers

Identifiers such as national IDs, phone numbers and account numbers are masked in registers and on profiles. On a customer profile you will see "Numbers are masked. Reveal is recorded in the audit trail."

• Select Reveal only when you need the full value for your work.
• Every reveal is recorded in the audit trail under your name.

What you will not see

Search never widens your access. In particular:

• Cases that involve a suspicious transaction report carry the STR-restricted badge and are visible only to STR-privileged roles (MLRO, Deputy MLRO and Auditor) and the people already working on the case. Other users do not see them in the palette, in search or in the case list.
• Relationship managers and executives never see alerts, cases or STR material. This protects against tipping-off.
• You only ever see your own institution's records.

Warning: If you expected to find a record and it does not appear, do not ask a colleague to search for you and share the result. The record may be restricted for a reason. Ask your MLRO or administrator instead.

Tips

• The customer register is refreshed within about 15 minutes of a change, so a customer loaded moments ago may not appear yet. Try again shortly.
• Use Export CSV on the customer register when you need a list for offline work. Identifiers stay masked and the export is recorded.

Related

• Finding your way around FlowSentry
• Keyboard shortcuts
• Export data safely
• Security and privacy overview