Guest Chat for Jack Henry Conversations

Guest Chat is Jack Henry’s take on unauthenticated chat. Historically, Banno Conversations have been fully authenticated — they could only be initiated from within Banno Apps. Guest Chat introduces the ability for a chat module to be placed on a financial institution’s public marketing site, allowing for an improved support experience outside of the authenticated digital channel. This way, financial institutions can help potential accountholders with questions, increasing the likelihood that they open accounts.

Guest Chat can be configured by placing a few lines of code in the footer of a financial institution’s marketing website. Leveraging branding and assets from Banno Apps, the experience will match the financial institution’s, increasing cohesiveness for the potential account holder.

After entering just their name and email address and then accepting some simple terms, a user can start the conversation. In Banno Support, the financial institution employees will manage these the same way they do other conversations. To eliminate potential confusion, Guest Chat conversations will appear in their own queue. Guest Chat conversations also have several visual indicators in the user interface (UI), so financial institution employees recognize that these chats aren’t from authenticated accountholders.

If during a Guest Chat your employee determines that this is a current accountholder, they can simply send the end user a login link, so the user can sign into their Banno account and continue the conversation within the authenticated experience.

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