Messages Flashcards
What is messages capability?
The message capability provides functionality that allows financial institution to interact with their customers in a secure environment.
What is the typical process for a bank customer sending a message?
- The typical process with Messages is that the customer creates a message, selects a topic, composes the message, and submits it.
- Messages automatically resolves the message recipient, an employee of the financial institution, based on the selected topic.
- This conversation continues as the two parties reply to each other.
What functions are available for a bank customer user for individual messages?
Create and send a message to the financial institution with a topic, subject, and body.
Attach files to messages and delete attachments before sending.
Save a message as a standalone draft or a draft attached to a conversation.
View all conversations with the financial institution.
View a specific conversation.
Reply to a conversation unless it is marked read-only by the sender.
Delete a conversation unless it is marked non-deletable by the sender.
Mark conversations as read or unread.
View count of unread conversations.
What functions are available to a bank employee for individual messages?
Create and send a message to the customer with a topic, subject, and body. Attach files to messages and delete attachments before sending.
Mark a message as important, read-only, or non-deletable.
Mark conversations as read or unread.
Assign and unassign the conversation to themselves
Reply to a conversation.
Change the topic of the conversation.
Mark a conversation as resolved or unresolved.
What functions are available to a bank employee with “Supervise Messages” business function?
Assign a conversation or several conversations in a bulk to another employee.
View and search employees subscribed to the same topic.
What is a mailout?
Mailouts are messages sent to multiple recipients. Only bank employees can send mailouts, bank customers can neither send nor reply to mailouts.
What is the functionality of composing a mailout?
Create and send a mailout with a topic, subject, and body.
Mark a mailout as non-deletable or important.
Upload a list of recipients for the mailout as a CSV file.
Upload and preview an HTML template to be sent as a mailout. See Messages reference for required attachment formats.
What is a message topic?
Message topics are used to group messages on similar subjects, such as Loans or News. When a bank customer sends a message with a specified topic, the bank employee subscribed to this topic receives and handles this message.
What is the functionality available to bank users for message topics?
View existing topics.
Edit topic names.
Create new message topics.
Delete topics.
Manage employees’ subscriptions to topics.
What is the life-cycle of message statuses?
Conversations have a workflow with the following statuses:
NEW: The conversation is created or reopened and no financial institution employee has replied or has assigned themselves.
IN_PROGRESS: The conversation is assigned to a financial institution employee.
RESOLVED: The assignee has marked the conversation as resolved.
When the customer replies to a resolved conversation, the conversation is reopened and the status changes back to one of the following:
NEW: When there is no financial institution employee assigned.
IN_PROGRESS: When the conversation is assigned to a financial institution employee.
When the employee unassigns themselves from a conversation, the following happens to the status:
The status changes to NEW: When the conversation has not been resolved.
The status stays RESOLVED: When the conversation has been resolved.
When the employee changes the topic of the conversation, the status changes from IN_PROGRESS to NEW.
What is the required message setup?
To use Messages correctly, you need to set up the following:
Employee anonymization: Replace the real employee name with custom text - for example, Customer Service - by setting the corresponding property in the Message Center presentation service. See Messages references.
Message topics: Used to group messages on similar subjects, so that they can be routed to dedicated groups of financial institution employees. Messages dynamically resolves recipients based on message topics that employees are subscribed to. The setup is managed by a user with Manage Topics business function.
Topic subscriptions: Used to assign employees to certain topics so that messages within those topics are routed to them. Each employee can be subscribed to several topics. The setup is managed by a user with Manage Topics business function.
Encryption: Used to secure messages. The configuration includes a password that Messages uses together with a key stored in an environment variable on the host machine to encrypt and decrypt messages.
What are the available integration patterns for messages?
- DBS standalone
The Messages widgets interact with DBS without connecting to third-party messaging systems. The DBS capability Messages can function standalone without integration with third-party systems. Using the employee experience, the employees of the financial institution can access and manage messages. - DBS integrated with third-party messaging systems
The Messages widgets interact with DBS that ties into third-party messaging systems. The employees of the financial institution use the messaging system they are familiar with and these systems are tied into DBS under the hood. - Direct integration with third-party messaging systems
The Messages widgets interact directly with third-party messaging systems. DBS is not required. The employees of the financial institution use the messaging system they are familiar with and these systems are tied into the Messages widgets. This option requires developers to create a custom integration layer that maps the interface expected by the Messages widgets to the interface of the third-party messaging systems.
What functionality is available to a bank user in the message list view?
View the following tabs separately:
- All conversations.
- Resolved conversations.
- Conversations assigned to the employee, with the counter and the highlighting of unread messages.
- Conversations resolved by the employee.
- Unassigned conversations within the topics that the employee is subscribed to, with a counter.
Mark conversations as read or unread.
View sent and inbox messages separately.
Filter conversations by topic, customer name, and date.
Remove themselves as assignee from a conversation, or several conversations in a bulk
Change the topic of the conversation.
Mark a conversation or several conversations in a bulk as resolved or unresolved.
What is the functionality the mailout list view for a bank employee
The mailout status, which maps to statuses in the backend and includes the - following:
- Processing
- Completed
- Error
- Deleted
- Deletion in progress
The mailout name used for internal records.
The mailout topic and subject.
The generic name of the sender.
The date when the mailout was sent.
The employee can delete a mailout in any state, except of already deleted ones. If deleted, the mailouts that have already been sent are removed from the recipients’ inbox.
