Overview
Konfir is a fully managed, applicant-facing service. In most cases, you do not need to troubleshoot applicant issues yourself.
Applicants may occasionally contact you directly instead of Konfir. When this happens, the right response depends on what the question is about.
If the question is about Konfir
If the applicant’s question relates to Konfir’s process, data sources, or how the journey works, redirect them to Konfir’s Applicant Help Center. For example:
“I can’t connect HMRC - what should I do?”
“What does Konfir do with my data?”
This ensures applicants receive accurate, consistent guidance without adding support load or risk to your team. See: How Konfir supports applicants
If the question is about your process
If the applicant’s question relates to your process, handle it directly. For example:
“Why is this verification required?”
“What happens after I complete this?”
“What alternatives are available?”
These questions are about expectations and next steps, not the Konfir journey itself, and we can not answer them for you as they depend on your policies and operations.
Note: Objection Handling - For support with objection handling (i.e. when an applicant is hesitant or does not want to use Konfir), see: Handling applicant objections