Support

Banno Support is a team inbox used by financial institutions to manage support cases, an environment for having support conversations with your end users in a chat interface, and a means by which cases can be assigned to employees.

  • Logging on to Banno Support
    Complete the steps to log on to Banno Support.
  • Find cases
    Using the inbox filters and the search feature, you can narrow your view to only a certain type of case at a time.
  • Initiating a conversation
    Banno Support provides a simple way to send secure messages to end users with the Start a conversation option.
  • Responding to conversations
    When a case is selected, you can use the reply input to respond to the conversation. From here, you can also attach files and images, search and select from a list of saved replies, and send internal notes.
  • Watching cases
    Watching a case subscribes you to email and browser notifications for the case.
  • Working with transaction lists in conversations
    While responding to a conversation in Banno Support, you can help end users with questions about their transactions by attaching a list of transactions to your conversation for the end user's review.
  • Working with payment lists in conversations
    While responding to a conversation in Banno Support, you can help end users with questions about their payments by attaching a list of payments to your conversation for the end user's review.
  • Working with forms in conversations
    While responding to a conversation in Banno Support, you can help end users by sending them a form that they can fill out and send back to you.
  • Working with form responses from your website
    Banno Support accepts forms from your institution's Banno Content website and shows them in Support as an item which you can view, tag, assign to someone, or add notes to.
  • Modify multiple inbox cases
    You can complete actions on more than one case at once.
  • Working with the case detail screen
    This task shows you how to perform overall case management actions on a case, such as managing case assignment, case status, notes, and tags.
  • Support settings
    Selecting the Settings option allows you to adjust support hours, reply time, holidays and closures, email notifications, and saved replies, rule management, and tags.