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Advanced Guidance

When it comes to helping banking customers get the support they need, some problems are easier to solve when they can be talked through face-to-face. Advanced Guidance elevates existing support experiences by combining real-time Video Chat and Screen Sharing with interactive Co-Browse capabilities, allowing financial institution representatives to meet their customers and accountholders exactly where they are.

Whether a customer needs to speak directly with a representative to explain a complex issue or requires hands-on assistance through a shared screen, these tools are built to provide clarity and speed. With Advanced Guidance, support representatives can not only see the hurdles being faced, but can even use a shared cursor to provide step-by-step guidance. It’s fast, secure, and available directly within the Conversations interface financial institutions already use.

Jack Henry has enabled the ability to provide live video and screen sharing to replicate the personalized, in-branch experience online.

Using video chat and screen sharing requires participating financial institutions to have Conversations enabled. Once support representatives have turned on video chat, team members must be part of a Group in Users & Groups with the Manage video chat permission, which is nested under Banno Support. As soon as that permission has been granted, that group can start using video chat right away!

Video chats are treated as an attachment in a Conversation. Simply select the Attach a video chat icon to get started. Clicking the Join video chat button on the resulting attachment takes participants to the pre-flight screen and displays three options to set up call preferences before joining live with the end user. The end user will see the same process when they select the Join video chat option.

Mic
Toggles the microphone on or off.
Camera
Toggles the camera on or off.
Settings
Opens a dialogue that lets participants set their Video input (camera), Audio input (microphone), and Audio output (speakers or headphones).

All of these options are also available on-screen during a call.

Once you have joined, the Share button is also available. This begins a screen sharing session. Your browser will present a browser-specific dialog so you can share specific parts of your screen. Note: Screen sharing is not supported in Banno Mobile nor in Banno Online on a mobile browser.

Browsers typically offer the ability to share an entire screen. This option is useful, but can make it easy to unintentionally share information. When sharing your screen, take extra precaution you are only sharing what you intend to share.

Other members of your team with the appropriate permissions can also join any video chat, allowing you to host a video chat with more than two people if specialized information is requested.

Video Chat is not currently supported when using Banno Support via the Xperience SSO because the browser package utilized for Xperience does not allow access to browser permissions, such as microphone or camera access. Options are being explored to remedy browser permission access via Xperience, but in the meantime, support agents can access video chat functionality via an alternate browser.

If the video chat feature encounters an error trying to access a microphone or camera, participants will be presented with a message notifying them of this issue. Participants can use Twilio’s diagnostic tool to troubleshoot media device issues further.

For information about video chat and screen sharing in a PDF format, visit the Digital Banking section of our product collateral page.

Co-Browse is an add-on feature that lives within the Video Chat experience. Once a video chat has been started and both the accountholder and the support rep have joined, the accountholder needs to share their screen.

Once the accountholder is screensharing, the support representative will see a Share cursor option. Doing so will make the support representative’s cursor appear on the accountholder’s screen, enabling them to show the accountholder specific details or walk them through any tasks they’re having trouble completing.

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