Conversations
Banno Conversations help leverage the personal connection your financial institution cultivates in branches and applies it to users who would rather interact on their device than face-to-face. A conversation is a fully authenticated message chain between the end-user and your support team with full access to their accounts, payments, transactions, and more. Any information you need to help you with your users is readily available.
Starting a conversation
For your convenience, a conversation can be initiated from several locations.
Dashboard
Click Message on the Dashboard to initiate a conversation.
Messages card
Start a conversation on the Messages card by clicking . Alternatively, click , followed by Start conversation.
Messages screen
Mobile
Click to start a new conversation. Click to submit your message and initiate the conversation.
Online
Click Start a conversation to start a new conversation. Click Send to submit your message and initiate the conversation.
Support card
Start a conversation on the Support card by clicking Message.
Support screen
Start a conversation on the Support screen by clicking Start a conversation.
Accounts
For an individual account, clicking Attach to a conversation presents you with options for account inquiries. Click Start a new conversation to start a new conversation with account information pre-loaded. Add to a conversation prompts you to select an existing conversation to send account information to.
Transactions
For an individual transaction, clicking Attach to a conversation presents you with options for transaction inquiries. Click Start a new conversation to start a new conversation with transaction information pre-loaded. Add to a conversation prompts you to select an existing conversation to send transaction information to.
Payments
For an individual payment, clicking Attach to a conversation presents you with options for payment inquiries. Click Start a new conversation to start a new conversation with payment information pre-loaded. Add to a conversation prompts you to select an existing conversation to send payment information to.
ACH batches
For an individual ACH batch, clicking Attach to a conversation presents you with options for ACH batch inquiries. Click Start a new conversation to start a new conversation with ACH batch information pre-loaded. Add to a conversation prompts you to select an existing conversation to send ACH batch information to.
Wires
For an individual Wire, clicking Attach to a conversation presents you with options for Wire inquiries. Click Start a new conversation to start a new conversation with Wire information pre-loaded. Add to a conversation prompts you to select an existing conversation to send Wire information to. This is available as of Mobile version 3.28.
Adding attachments
Clicking allows you to attach files, accounts, transactions, payments, ACH batches, and Wires (for Banno Business users) to your message. Selecting files opens the file browser, allowing you to upload files from your device. Selecting one of the other options prompts you to select one or multiple from the chosen category.
Copying a transcript
Selecting the copy icon copies a timestamped history of the current conversation into the clipboard, which can then be pasted anywhere needed.
Saved replies
Selecting the Saved replies option opens a list of both shared and personal saved replies, allowing for institution-wide responses as well as responses on a per-support-user basis that individual support users can utilize for their own personal communication needs. The popup for saved replies separate the list into My Replies and Shared Replies, each of which is truncated with the ability to show more when more than three saved replies are present. Selecting a saved reply inserts the saved text into the text entry for the conversation. Replies are searchable by title and content, while selecting the Settings icon directs the user the the settings page for saved replies.
Notifications
Once you receive a response in your conversation, you will be notified via push notification and email. A notification icon appears on the Messages tab, signifying the number of unread messages.
Forms in Conversations
A form is distinguished in Conversations by containing the Form heading in the message. Each form displays a status of “Not started” or “Submitted”. Until the form is submitted, it remains in the “Not started” status.
Viewing a form
Open a form by clicking Open form. From here, the end user can complete the form or click Close to cancel and return to the conversation.
Submitting a form
Once completed, submit a form by clicking Submit for review. From here, the end user receives a confirmation that the form has been submitted and can return to the conversation by clicking Return to conversation. Upon returning to the conversation, the form now has a status of “Submitted”.
Conversation retention
Conversations are retained indefinitely.
Conversations for Business
Conversations for Business is designed to ensure your business users have a private and secure channel for conducting their sensitive business matters, whether that be plans, wire approvals, exchanging documents, or simply sharing photos of their family vacation. Business users have these conversations in confidence, and even their financial institution can’t view them. If Business users need support from your institution, they can simply start a new conversation with the same participants.
Getting started
Conversations for Business is enabled automatically for users who:
- Are part of an organization with two or more organization users with Conversations enabled
- Have Conversations enabled
How does it change the accountholder experience?
Users who fit the above criteria will experience a new step during the “Start a conversation” process. Upon beginning, they will be prompted to select the recipients of their message. They can choose among the financial institution and any other user at their organization with Conversations enabled. They may select one or more recipients, and then craft their message and send as usual. Once a conversation is started, the format will be familiar.
What does it look like in Banno Support?
Support agents viewing Conversations with more than one business user will notice a few small tweaks to the case list, case management sidebar, and conversation detail view. The case list will contain a badge indicating the user(s) belong to a business. The case management sidebar will have a dropdown to view details for each accountholder participating, and the conversation detail view will show the business name at the top and will display each user next to their sent messages as expected.
Litigation
Jack Henry™ will always have access to the Conversations you need. If you’re subpoenaed for a specific conversation or set of conversations among business users to which you don’t have access, start a support case. Please provide us with the following information:
- End users involved
- Time frame
- Copy of the subpoena
- Banno Online URL of the conversation(s) if possible
- Other relevant details we should know
FAQ
Notification emails
- If the end user hasn’t viewed the message from the institution within 10 minutes, they’re sent an email alerting them they have a new message from the FI.
- Emails for unread messages in a particular conversation send only to users who have joined that conversation. Enterprise users who are members of the Conversations notifications group receive emails when the conversation is initiated, but unless they join that conversation, they won’t receive emails for additional messages.
- Conversation initiation emails send to members of the notification group immediately.
- Unread message emails send after 10 minutes. Note: If a particular conversation opens in another browser tab, messages for that conversation are considered read, even if the browser isn’t focused on that tab.
- Unread/missed message notifications are sent to watchers of a conversation. Participants (those who have sent a message in a conversation, but not necessarily assignees) are automatically made watchers until they explicitly unwatch. Assignees who have neither participated nor explicitly watched a conversation will not receive “unread message” notifications. Things are working as expected if you’ve been assigned (or have self-assigned) a conversation, and you are not receiving “unread message” notifications.
Please open an issue if in addition to being assigned, you have watched (explicitly, or implicitly via participation) a conversation, and you are not receiving “unread message” notifications.
- Notifications are not sent upon self-assignment of conversations. Things are working as expected if you assigned yourself to a case, and you did not receive a notification.
Please open an issue if you were assigned to a case by another agent, but you did not receive a notification.
- If you’ve participated in the conversation, you’re likely still a member of that conversation, and you’ll receive notifications for unread messages. If you see [Your Name] joined this conversation in the conversation with no corresponding [Your Name] left (or similar), you’re still a member. Things are working as expected if you’re still a member of the conversation, and you’re receiving notifications after reassigning the case. To stop receiving notifications, you can stop watching the conversation by checking the conversation’s Watchers list and removing yourself.
Please open an issue if you haven’t watched the case (or if you’ve watched it but subsequently unwatched it), and you’re still receiving notifications after reassigning the case.
Virus scanning and attachments
- Yes, file attachments are scanned for viruses and rejected if any abnormalities are discovered by the scan.
- Currently, we allow uploads for files with the following extensions:
- .avi
- .csv
- .doc
- .docx
- .gif
- .html
- .jpeg
- .jpg
- .m4a
- .mp3
- .mp4
- .mpg
- .png
- .ppt
- .pptx
- .rtf
- .text
- .tif
- .tiff
- .txt
- .wma
- .wmv
- .xls
- .xlsx
- .zip
- Yes, attached files must be 20 MB or smaller.
- Yes, most attachments, messages, and internal notes can be removed from a conversation. Simply hover over the item to see available options. Depending on the type of item, you have the option to remove or edit.
Banno Reports
- As of today, conversation text can’t be downloaded or exported.
- If Support analytics appear or are inaccurate, we suggest checking if any cards in Holidays and closures were deleted within the Settings of Banno Support. If one or multiple cards were deleted, Support analytics involving agent response times and durations will be skewed and negatively impacted if any Conversations occurred during the closure.
At the conclusion of a holiday or closure, we recommend always keeping the card saved within Banno Support. Banno Support and Banno Reports use the card to exclude the closure hours from regular support hours.
Miscellaneous
- The three most recent active Support users at the institution display on the message page.
- No, they don’t expire at this time.
- Yes, support agents and end users can still use conversations to send and receive communications.
- Yes, the word Seen—a read marker/receipt—appears next to the message after the end user sees it.
- Yes, support messages sent between financial institution personnel and customers are secure. As with all Banno services, communication in Banno Conversations is encrypted and authenticated using a TLS 1.3 server, which also supports TLS 1.2.
Security Tip: Before sending private or sensitive communication over any Internet-based application, double check that the web address starts with the secure protocol. If the address begins with
https, you can rest assured the site is encrypted and authenticated. If the address begins withhttprather thanhttps, the site is not encrypted, and therefore not secure. - In connection with your financial institution’s use of the Jack Henry Conversations service, certain activities conducted by your employees, contractors, or other authorized users (“Authorized Personnel”) may be monitored, logged, or recorded by the Jack Henry Conversations service for security, compliance, operational, or quality‑assurance purposes. Your financial institution is solely responsible for providing all required notices and obtaining any necessary consents from the Authorized Personnel.
- Once three other agents sign-in to Banno Support and send a message to a conversation, the inactive/deleted agent will no longer appear.