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.

  1. To reply to a case in Banno Support, select Inbox to view the case details.
  2. To respond, choose a situation and follow the corresponding steps.
    Situation Steps
    Send a simple text response.
    1. Type a message in the Reply to [Name] field.
    Send an emoji.
    1. Select Insert emoji.

      While typing, you can also type : in the text field with a search term for an emoji, such as Smile, to quickly access emojis from a pop-up menu.

    2. Choose the desired emoji.
    3. Include any other content in your message, if needed.
    Send a transaction list as an attachment.
    1. Select Attach something, and then select Transaction list.
    2. Attach the list of transactions.
    Send a payment list as an attachment.
    1. Select Attach something, and then select Payments list.
    2. Attach the list of payments.
    Send an account list as an attachment.
    1. Select Attach something.
    2. Select Accounts list to give the end user the ability to choose an account from the list.
    Send a message with an image or file.
    1. Select Attach something.
    2. Select Image or file.
    3. Use the window that appears to select the file, and then select Open.
    4. Include any text in your message, if desired.
    Send a form as an attachment.
    1. Select Attach something, and then select Form.
    Send a message using a saved reply.
    1. Select The Insert a saved reply icon looks like a ribbon or book mark with a small triangular area of white space cut out of the bottom, with the point of the triangle facing upwards, cutting into the ribbon. Insert a saved reply.
    2. Select from the list of saved replies that appears or use the search to find additional replies.
    3. Select the desired reply to make it appear in the Reply to [Name] field.
    Tip: At any time while responding to a case, you can create an internal-only note by selecting Switch to internal note mode, writing some text, and selecting Add note.
  3. Select Send.
    Tip: You can also use the shortcut Command + Enter (for Mac®) or Ctrl + Enter (Windows®) to send a message or internal note.
Once the end user views your message, a Seen indicator appears.
Seen message showing beneath a previously sent message within a conversation in Banno Support

Parent topic: Support

Editing a message

Banno Support allows you to delete attachments, and also edit and delete messages and internal notes after they have been sent.

  1. In Banno Support, select Inbox.
  2. Open the existing conversation that has a message you'd like to alter or delete.
  3. Hover over the desired message to reveal a small menu with additional options.

    Hover menu that shows the edit and delete options for sent messages

  4. Choose an action (available actions depend on the type of message selected).
    • Select Edit this message, make changes, and select Save edits when complete.
    • Select Edit this internal note, make changes, and select Save edits when complete.
    • Select Remove this attachment, and then select Remove to confirm.
    • Select Remove this message, and then select Remove to confirm.
    • Select Remove this internal note, and then select Remove to confirm.

When a message is edited or removed, a notification appears in the conversation that shows which action has taken place. This message lets the end user know that a message has been altered or deleted.

Edited message
A hyperlinked message showing that a message has been edited

Removed message
A hyperlinked message showing that a message has been deleted

In Banno Support, selecting the hyperlinked edit or deletion notification presents a record of all changes made to the message in a Message history screen.

Message history screen
Message history screen showing a message that has been edited in a conversation