Messages

Customers can send messages to the banks or credit unions from the Messages module of the digital banking applications. Banks or Credit Unions can view and manage these messages with the Spotlight application. Every time a customer initiates a new message from the app, a new thread is created, which can be considered as a service request ticket which the banks or credit unions need to resolve. Each thread has a subject and category associated with it and threads can be assigned to Customer Service Representatives (CSR) who are the Spotlight users. Here is a simple representation of the message workflow of the Spotlight application. 

Message Workflow:

• Each message has a category assigned to it.
• A customer can send one or N messages in a thread. The status of the thread remains New till the CSR takes any action on it.
• Assigning a thread to a CSR does not change its status.
• When a CSR replies to the thread, the status is auto-updated to In-Progress.
• CSRs can also mark a thread as In-Progress if they started working on it but hasn’t replied yet. This may include the tasks for which the CSR may want to resolve the query before replying to the query.
• CSR can mark the thread as resolved.  
• Changing an assignee for the thread does not change its status.
• In case a thread is moved to archives, the customer will not see it in the digital banking app – the integration service only refers the current message table, not the archives.

To ensure brand uniformity in all communications from the banks or credit unions, the Spotlight application allows admin users, with specific permissions to create Message Templates. These templates are auto-inserted in the message body when selected with the right layout and message body. The CSR only has to update certain parts of the message that are relevant to the context and send them out. 

The following features have been explained in this section:

• Manage Messages
• Manage Message Templates