Customize your institution’s messaging experience to streamline internal workflows and provide faster support to your users. By configuring saved replies, request types, and teams, you can automate message routing, standardize common responses, and ensure inquiries reach the right department instantly. To begin your setup, from the Narmi Command sidebar, select Configurations > Messages.
This article covers how to configure saved replies, request types, and teams for use in messages. For instructions on how to use saved replies in messages, go to Use a Saved Reply. To apply request types to messages, go to Manage Messages. To assign a message to a team, go to Assign Messages.
In this article:
Saved Replies
Saved replies are reusable templates for common customer and member inquiries. By preparing standardized responses for frequent questions, your team can reduce response times while ensuring a consistent, professional voice across your institution—regardless of which staff member handles the conversation.
Saved Replies Permissions
To manage saved replies in Configurations > Messages, staff must have the following permissions:
Can add saved reply – To add a new saved reply
Can change saved reply – To edit a saved reply
Can delete saved reply – To delete a saved reply
To set permissions, from the Narmi Command sidebar, select Staff members > Roles.
Navigate to Saved Replies
To manage saved replies, from the Narmi Command sidebar, select Configurations > Messages > Saved replies.
On the Saved Replies page, a list of your templates displays with the following information:
Name – Name of the reply; this is a simple description that staff can search on
Body – A truncated version of the saved reply
Last updated – The date and time when the saved reply was last updated
Add a New Saved Reply
From the Saved Replies page, select Add saved reply.
In the dialog that appears, enter the Saved reply name and Body of the message, then select Submit.
Edit a Saved Reply
To edit a saved reply:
From the Saved Replies page, select the three dots next to a reply and choose Edit saved reply.
Make the desired changes and select Submit.
Delete a Saved Reply
To delete a saved reply:
From the Saved Replies page, select the three dots next to a reply and choose Delete saved reply.
On the confirmation message, select Yes, delete reply.
Request Types
Request types are essential for sorting high-stakes issues (such as fraud) from routine tasks (such as balance inquiries). Effective categorization ensures that the right staff members handle sensitive financial data and meet regulatory response times. Your staff can manage request types via Configurations > Messages > Request types.
Add a New Request Type
To add a request type:
From the Request Types page, select Add request type.
In the dialog that appears, enter the Request type name and select Submit.
Edit a Request Type
To edit a request type:
From the Request Types page, select the three dots next to a request type and choose Edit request type.
Edit the text and select Submit.
Delete a Request Type
To delete a request type:
From the Request Types page, select the three dots next to a request type and choose Delete request type.
On the confirmation message, select Yes, delete request type.
Teams
Create and manage dedicated support teams to streamline message routing and staff assignments. By organizing your staff into teams (such as Lending, Account Services, or Fraud), you allow users to select the appropriate department when sending a message. This ensures inquiries are directed to the right experts immediately, reducing response times and improving the overall user experience. Note: Staff members can belong to more than one team.
Users send messages to your institution via the Support hub, and select the team via the menu at the bottom of their message.
Teams Permissions
To manage teams in Configurations > Messages, staff must have the following permissions:
Can add Team – To create a new team
Can change Team – To edit teams
Can delete Team – To delete a team
To set permissions, from the Narmi Command sidebar, select Staff members > Roles.
Create a New Team
To create a new team:
From the Narmi Command sidebar, select Configurations > Messages.
Select the plus sign next to Teams.
In the dialog that appears, enter the new team name and select team members from the list. Select Submit.
The new team is immediately visible to customers and members.
Edit a Team
To edit a team:
From the Narmi Command sidebar, select Configurations > Messages.
Select the three dots next to the team you would like to edit and choose Edit team.
In the dialog that appears, change the name or select different team members. Select Submit.
Delete a Team
From the Narmi Command sidebar, select Configurations > Messages.
Select the three dots next to the team you would like to edit and choose Delete team.
On the confirmation message, select Delete.
