Initiating a conversation

Banno Support provides a simple way to send secure messages to end users with the Start a conversation option.

  1. In Banno Support, select Start a conversation.
  2. On the Start a conversation screen, type a name in the Search for someone field to find an end user.
  3. Select the correct user from the search results.
    A new draft conversation opens, but the conversation does not appear in the case list yet. When the first message is sent, the conversation appears in the case list. You can also select Delete to delete the draft before anything is sent to the end user.
  4. Type a message in the Start a conversation with [Name] field, include any attachments if necessary, and then select Send to begin the conversation.
    Once the end user views your message, a Seen indicator appears.
    Seen message showing beneath a previously sent message within a Banno Support conversation

A new conversation thread is created, the end user receives a message, and a new case appears in Support. The case is automatically assigned to the support agent who initiated the conversation, and it appears under My cases.
Parent topic: Support