Secure Messages

Users can send a secure message to your financial institution through the Digital Banking Message Center. This article explains how users send a secure message and how your institution can customize the estimated response time and disclaimer in the messaging dialog.

In this article:

• Send a Secure Message
• Estimated Response Time and Disclaimer
• Supported File Attachment Formats

Send a Secure Message

To do this: 

1. On the web app, select Support from the top navigation bar, then select Message center.
   
   On the mobile app, select the envelope icon on the upper right of the home screen. A dot shows on the envelope icon if there are unread messages. Mobile users can also access secure messages from the More menu > Support > Help Center.
   
2. A screen appears with recent messages. On the web app, select New Message.
   
   On the mobile app, select the pen icon.
   
   
   
3. Type a subject and message, and select the paperclip icon to attach supporting documents. For a list of supported attachment formats, go to Supported File Attachment Formats.
   Select the team to direct the message to (if applicable). If your institution would like to set up support teams that users can direct messages to, go to Manage Support Teams.
   On the web app, select Submit to send the message.
   
   On the mobile app, select the up arrow to send.
   
   Users automatically receive an email notification to let them know your support team has replied. They can select the link in the email to open 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.
   
   For instructions on how your support team responds to messages, go to Admin Messages. 

Estimated Response Time and Disclaimer

On the bottom of the web messaging dialog, or on the top of the mobile messaging page, users can see an estimated time in which they can expect to receive a response, for example, "Typically replies in 24 hours." Your institution can edit this response time from the Admin Platform, under Configurations > Institution settings > Support Message Reply Time. The default is 24 hours.

Below the estimated response time on the web app or on the top of the mobile message center, you can opt to display a custom message reply disclaimer to users. To add a disclaimer, from the Admin Platform, go to Configurations > Institution settings > Edit Support Message Reply Disclaimer.

Supported File Attachment Formats

In secure messages, users can select the paperclip icon to attach supporting files. On the mobile app, images and GIFs are supported attachments, via Take Photo or Choose from Library. 

On the web app, users can attach other files to a secure message. The file must be in one of the following formats:

• bmp
• csv
• docx
• doc
• gif
• html
• htm
• jpeg
• jpg
• key
• numbers
• pages
• pdf
• png
• pps
• ppsx
• ppt
• pptx
• rtf
• svg
• tif
• tiff
• txt
• xhtml
• xls
• xlsx
• zip mo