Working with Support settings

The Support Settings option provides a simple interface to manage your support hours, reply time, email notifications, holiday hours, saved replies, rule management, and tags in Banno Support.

Only users who belong to a user group with the necessary permissions to access the Settings option can see it.
  1. In Banno Support, navigate to Settings.
  2. Choose a situation and follow the corresponding steps.
    Situation Steps
    Modify support hours
    1. Select Support hours.
    2. Select the Hours tab.
    3. Use the drop-down menus and check boxes to define the hours your financial institution's support is available.
    Modify reply time
    1. Select Support hours.
    2. Select the Reply times tab.
    3. In the During support hours section, write a description in the Headline field for the area where your end users see your standard response time information.
    4. Complete the Body text field.
    5. In the After hours field, complete the Headline and Body fields.
    6. Select Save.
    Modify email notifications
    1. Select Email notifications.
    2. If you have both the Conversations and Form submissions tab available, select the type of notification to manage.
      Note:

      If a user belongs to a group that has both Manage conversations and Manage form submissions activated, the email notifications page shows tabs for each type of case. If only one permission is activated for the user, they only see one section.

    3. Select the groups in the list if you would like those group members to receive an email whenever a user starts a conversation.
    4. Enter the email of the members that you would like to receive and email whenever a user starts a conversation.
    5. Select Save.
    Add a saved reply
    1. Select Saved replies.
    2. On a larger screen select Add a reply, or select Plus sign on a small screen.
    3. Complete the Title and Reply text fields, and drag and drop any variable text options as desired.
    4. Select Save.
    Set holiday hours
    1. Select Holidays and closures.
    2. Select Create.
    3. On the Create closure screen, complete the Title, Date, Headline, and Body fields.
    4. Select Save.
    Rule management
    1. Select Rule management.
    2. Choose an option.
      • Select Delete.
        Note: Deleting a rule prevents future actions based on the rule, but actions that have already been taken as a result of the rule will not be reversed.
      • Select Add a rule.
      • Select the title of an existing rule to modify its conditions.
    Manage tags
    1. Select Tags.
    2. Choose an option.
      • Select Create a tag.
      • Select Delete.
      • Type in the text field for a tag to change its name.
      • Select a tag's icon () to change its color.
  3. Select Save if necessary.
Parent topic: Support settings