Manage Support Teams

Support Teams allows you to create different teams to receive secure messages. When you set up support teams, Digital Banking users who contact your institution can select a team to direct the message to.

To send a secure message in the web app, users go to Support > Message Center > New Message, or select Report an issue in the transaction detail of a specific transaction. 

To send a secure message from the mobile app, users select More > Help center > Send a secure message > Compose.

Permissions for Managing Teams

To access Staff members > Support teams in the Admin Platform, a staff member must have the “Can view Team” permission. To edit a team’s specific role permission, a staff member must have the “Can change Team” permission.

Add a New Team

1. From the Admin Platform sidebar, select Staff members > Support teams.

   
   

2. On the page that appears, select the plus sign in the top right corner.
   
   

3. In the dialog that appears, enter a team Name and team Email address, and select the Default route, either Dispute Transactions, Lending, or Customer Service. Select Submit.
   

The newly added team is available immediately.

After teams have been created, specific threads within messages can be assigned to a specific team. To learn more, go to Admin Messages.

To update any of the information for a particular support team, select the team name, make edits, and then select Submit. 

To delete a support team, select Delete next to the team name. Note: You cannot delete a support team that has message threads assigned to it. Please reassign the messages to another team before deleting the original team.