Our customizable guides transform how customers experience your digital banking services from day one. By prompting users to complete key actions from the web dashboard or mobile home screen, you can ensure they unlock the full value of their banking relationship immediately. Your staff can easily create and manage these targeted guides in Narmi Command, adding tasks such as downloading mobile apps, adding team members for business banking, and enrolling in paperless statements. With this streamlined process, new account holders become engaged users, increasing customer satisfaction, improving account utilization, and achieving higher lifetime value.
For details on creating or deleting guides, go to Managing Guides.
In this article:
How Guides Work
When users log in, they’ll see a guide with your institution’s customized text and up to five actions. To configure which users see your guides, go to Guide Eligibility.
On the web dashboard:
On the mobile home screen:
Users can select any step in the guide to be immediately directed to the corresponding action. As each task is completed, a green checkmark appears, providing clear visual confirmation of progress.
Users have control over guide visibility. They can temporarily minimize the guide using the down arrow icon or select Dismiss to permanently remove it from their dashboard. Once dismissed, the guide will not reappear (regardless of completion status) unless your institution creates a new guide for the user’s segment.
Available Actions
At this time, the following actions are available. We provide default help text for each action, which you can customize:
Add team members (Business banking only) – This takes the user to the Manage Users page, where they can add sub-users to their business accounts and grant them different access levels.
Download the mobile app (Web only) – This opens a QR code that the user can scan with their mobile phone. The QR code directs them to the App Store or Google Play Store page to download the mobile app. To add or edit the URL for your institution’s Google Play Store or App Store page, go to Narmi Command, under Institution Settings > Configurations > Android Play Store URL or Apple App Store URL.
Enable biometrics (Mobile only) – This opens a drawer where the user can toggle on biometrics to log in to the mobile app with facial recognition or a fingerprint scanner instead of a password.
Set up another multi-factor authentication device – This takes the user to their Security settings, where they can add an additional two-factor authentication device.
Go paperless – This takes the user to their profile settings, where they can enroll in paperless statements.
Link external accounts – This takes the user to their linked accounts settings, where they can manage the external accounts that are linked to their digital banking account.
Guide Permissions
Staff users must have the following permissions to manage Guides in Narmi Command. To set permissions, from the Narmi Command sidebar, select Staff members > Roles.
Can add/change/delete/view prompt configuration – To add/change/delete/view only the Steps section of the Guide
Can add/change/delete/view prompt group – To add/change/delete/view all sections of the Guide
Can add/change/delete/view action prompt – To add/change/delete/view the list of actions in Steps > Add step
Guide Eligibility
Your institution can control which users receive guides by configuring the maximum account age threshold in Narmi Command. For example, you can precisely target your onboarding assistance to only your newest users. To configure, go to Narmi Command under Configurations > Institution settings > Max Account Age for Guides to specify the maximum account age (in days) for guide eligibility. The default setting is 90 days. Any account exceeding this threshold (whether newly created or existing) will not display guides, regardless of completion status.
Guides are applied to user segments, and each segment can only have a single active guide at any time. When creating a new guide, if you select a segment that's already associated with an existing guide, that segment will be reassigned to your new guide. Before finalizing this change, a warning message appears notifying you that the segment will be removed from its current guide and transferred to the one you're creating.
For more information on segments, go to Segmentation. (This article is only visible to Narmi clients with a help center client login. For instructions on creating a help center login, go to Onboarding for Success.)
For details on creating or deleting guides, go to Managing Guides.