Conversations

Conversations is a message-based communication system between the client and the bank and is used when the client needs to ask / request something from the bank or when the bank needs to inform the client about something.

To add new conversation

1. From CRM menu, Click Conversations and then click conversation. Conversation search page appears displaying the conversation maintained as shown below.

2. Click Add. New Conversation - General (1/2) page appears.

3. Enter User ID of the User who is communicating with the client. Click on the hyperlink to see the list of channel banking users and select the required User ID as shown below.

4. Select Client name from the available drop-down list maintained under CRM > Clients > Maintain

5. Select Conversation category from the available drop-down list maintained under Admin > System Codes > Categories > Conversation Category. This field indicates the category of the message.

6. Enter Subject for the message.

7. Select Product details from the available drop-down list maintained under Retail > Settings > Product.

8. Enter Message in detail.

9. Click Next. New Conversation -- Confirmation (2/2) page appears.

10. Click Finish. The message gets delivered on the click of finish and the following page appears as shown below.

11. The customer (Channel banking user) to whom you have a sent a message can type a reply and send it back to you by a click on Send button. The sample screens are shown below.

12. The following page appears once the reply is received at your end. The sample screen is shown below.

Note: All messages can be marked as Read or Unread by a single click on the message that appears on the right-side corner of the screen or other wise every individual message can be marked as Read or Unread by clicking the hyperlink option appearing right next to the Name of the channel banking user.