Whether you’re crafting a personal response, using a saved reply template, or generating a message with Narmi AI, our messaging tools ensure your communication is fast, professional, and consistent.
To reply to messages, from the main Messages page, select any message to open the conversation view.
Reply to a Message
To reply to a message:
From the Narmi Command sidebar, select Messages.
Find and select the appropriate message to open the conversation view.
Type your message in the bottom box.
Select the sparkle icon
to generate a message with Narmi AI. For details, go to Generate a Message with Narmi AI. Select the document icon to use a saved reply. For details, go to Use a Saved Reply.
To add an internal note that is not visible to the customer/member, type the note and select Add note. Internal notes appear with a yellow background to distinguish them from regular messages.
Select the paperclip icon to browse and attach any files. Multiple files can be attached, and attachments can be sent without text. Note: Attachments are not scanned for viruses.
Select Reply to send the message. If there is more than one message in the list, you can select the up arrow to choose Reply and move to the next ticket. This lets you respond to messages faster without switching between the conversation view and the main Messages page.
If needed, you can delete your sent message. To do this, hover over the message and select the trash can icon that appears.
Users automatically receive an email notification when your support team replies. They can select the link in the email to open the reply. Users also receive a push notification if push notifications are enabled on their device. Tapping on the push notification opens the reply.
Users can also identify when they receive a reply in the message center, as unread messages have a green dot next to them.
The Narmi Command conversation view also displays the timestamp of when the message was seen by the user.
Use a Saved Reply
Saved replies are reusable templates for common customer/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.
To create new saved replies in Narmi Command, go to Configurations > Messages. For instructions, see Messages Configuration - Saved Replies.
To use a saved reply in a message:
Open the message and select the document icon at the bottom of the conversation view.
Select a saved reply from the menu that appears.
The reply automatically populates the text box. Select the checkmark to continue with the saved reply or select the “X” to remove it. Note: You will be able to edit the message before it is sent.
Make any changes to the message and select Reply to send.
Generate a Message with Narmi AI
Boost staff productivity by leveraging Narmi AI to draft consistent, professional responses in seconds. By automating routine messaging tasks, your team can resolve inquiries faster while maintaining the high standard of service your customers and members expect. To enable AI functionality, please contact your Narmi Relationship Manager.
There are two ways to use AI for messages: Draft with AI or refine with AI.
Draft with AI
Drafting with AI is best when you are facing a complex inquiry and aren't sure where to start, or for standardizing a response to a common problem without a saved reply.
To draft a new message with AI:
Open the message and select the sparkle icon at the bottom of the conversation view.
Add optional instructions to provide more context for AI. Select Generate.
When the AI-generated response appears, you have the following options:
Enter additional keywords to refine your reply.
Select Regenerate to generate a different response.
Select Refine to change the response in the following ways:
Formalize – Adjusts your language to be more structured and professional.
Elaborate – Expands on your brief notes to provide more detail and context.
Shorten – Removes unnecessary words to make your message more concise.
Select Insert to use the generated response. Note: You will be able to edit the message before it is sent.
Make any changes to the text if needed. Select Reply to send the response.
Refine with AI
Refining is best when you have the right information but want to ensure the tone is professional, the grammar is perfect, or the message is more concise.
To use AI to refine your own message:
Open the message and write your reply.
Select the sparkle icon and choose one of the following options:
Polish – Enhances your draft by fixing grammar, improving flow, and correcting spelling.
Formalize – Adjusts your language to be more structured and professional.
Elaborate – Expands on your brief notes to provide more detail and context.
Shorten – Removes unnecessary words to make your message more concise.
Help me write – Analyzes the customer’s inquiry and your brief notes to generate a full, relevant response from scratch.
Select Insert to use the generated response. Note: You will be able to edit the message before it is sent.
You can also select Regenerate to generate a different response or select Refine to enhance the response.
Make any changes to the text if needed. Select Reply to send the response.
