Support App, Reimagined

The next generation of Support is being built natively on the Jack Henry Platform. We’re doubling down on Banno Conversations, and giving it an upgrade in numerous areas to increase efficiency, usability, and broaden your team’s ability to truly support your users. That means deeper integration with the tools your team already uses, a faster and more intuitive experience for your associates, and smarter capabilities that help your team resolve cases without ever leaving the conversation.

We’re building fast and continually shipping new features for Banno Support. Like most things, delivery targets are subject to change, but we’re excited to give you a glimpse ahead!

What’s changing – and what isn’t

The support platform your team relies on today isn’t going away. We’re keeping it stable and fully supported while we build what’s next in parallel. When the new experience is ready, we’ll work with you on a smooth transition.

What’s staying the same? Your conversations, your cases, and your team’s workflows. What’s getting better? Everything around them.

What we’re building

We’re rolling out the new Support experience in stages. The subsections below provide a look at everything we’re working on.

Conversation Experience

Building

Expanding upon the primary messaging interface between financial institution representatives and users, features are under development to enhance the conversational experience. Key technical components include file attachments, unique text composition, and the ability to toggle between customer-facing replies and internal notetaking.

Key enhancements include:

Timestamp segmentation and colored differentiation
Read receipts and internal notetaking
Unique text composition such as text formatting, emojis, and media

**Figure 1:** Screenshot of the new internal notetaking feature currently in development.

Case Intake

Planning

Expanding on case intake processes, structured form submissions focus on case entrance into the support platform. Spanning from case creation workflows, initial data capture, and even routing logic, case intake is stepping it up a notch to provide further intake clarity and efficiency.

Key case intake evolutions include the following:

Form-based case creation flow
Structured data capture for recurring case types
Initial routing and assignment logic

**Figure 2:** Screenshot of the form settings functionality, allowing status toggling, customized form fields, confirmation messaging, and website form installation.

Case Management

Planning

Introducing improved case management workflows with a new contextual sidebar, highlighting essential case details without ever leaving the client conversation. Key sidebar information includes the client profile, account identifiers, organization, case assignment, status management, and tagging.

Key case management functions include the following:

Contextual sidebar with organization, profile, and transaction details
Case assignment
Status management
Tagging processes

**Figure 3:** Actionable case management view, providing fluid process segmentation.

Settings & Configurations

Planning

The core of support evolution includes advanced administrative configuration, allowing institutions the customization to match their operational needs. Settings & Configurations will allow institutions the ability to further enable or disable support tools, matching their institutional requirements and procedures. For example, assigning data access levels, routing cases to specified queues, and customizing holiday business hours.

Key enhancements include the following:

Team and role configuration
Auto-reply and template management
Routing rules and SLA settings
Notification preferences

**Figure 4:** Screenshot of the routing rule configuration within Settings.