Setup your desktop for working through BOL messages by opening the following programs:

1. Launch and log in to 2 instances of Q2 Central.
   
   • Note: Keep the message inbox open in 1 instance and use the other to search for clients' CIFs.
2. Open the following tabs in Xperience:
   • Customer & Account Inquiry
   • Silverlake
3. To log the messages and replies, log in to Finesse.
4. Navigate to the UPDATED - Reply Scripts folder located on the shared drive at J:\Client Service Center\Chat\Q2 Message Reply Scripts\UPDATED - Reply Scripts

Follow the instructions below to set up your search parameters and find the messages to be worked.

In 1 of your Q2 Central instances, do the following:

1. Set and update your column fields.
   1. In the menu on the left side of the screen, click Communication > Secure Messaging.
      • Do not click New Messages in the central panel as it may not display all unresolved messages.
         
   2. Once Secure Messaging has opened, click Field Chooser from the lower panel.
   3. In the Field Chooser list, select the following fields:
      • From
      • Subject
      • Resolved
      • Unread
      • Received 
      • To
      • FromUserID
   4. To save your selections and close the Field Chooser, click X.
      
   5. The selected fields are now displayed as column headers in the Secure Messaging panel.
      
2. In the Search panel in the top half of the screen, set up the search parameters.
   1. Input all search parameters exactly as shown in the image below.
      • Note: Ensure the date range is update to reflect all current unresolved messages.
        
   2. Always select the Save as default Search box when updating date ranges or search parameters. 
   3. Click Search to save the changes and perform the search.
   4. This displays all unresolved messages. (Note: Messages are listed here until they are marked as resolved.)
      
      • If there is a green check in the Unread column, the message is Unopened.
      • A red icon in the Unread column means the message has been opened but is unresolved.  

 To work through the messages, do the following:

1. For a list of the most recent unresolved messages, click Communication > Secure Messaging. 
2. Select the message you would like to process, make note of the 6-digit number in the FromUserID column. 
   
3. To look up the client's Online Banking profile and obtain their CIF, switch to your second Q2 Central screen.
   1. On the Home screen, click Reporting > Logins.
       
   2. In the Search screen that opens, select UserID from the first drop-down. 
      
   3. Leave the second drop-down set to Equal To. 
   4. In the third field, type the 6-digit User ID from your selected message.
   5. Click Search.
   6. From the CustomerPrimaryCIF column, make note of the client's CIF.
      
      • This number is used to locate the client's profile in Xperience and log the message in Finesse.
4. Switch to Finesse.
   1. Click +Create Task.
      
   2. Click Secure Messaging. 
      
   3. Under Contact enter the following information:
      
      • Type: Corr & Maint
      • CIF: The CIF you located in step 3
      • Name: Type in the client's name if it did not automatically populate.
      • Associate: Select your name
      • Received Date: The date the client's message was received in the inbox
      • Received Time: The time the client's message was received in the inbox
        
        
        • Note: Both the received date and time are located on the secure message in the Received field.
      • Corr Only: Leave as the default N/A.
   4. Under Interaction select the following:
      
      1. Reason: From the drop-down menu, select the reason for the BOL Message. (For example: Cards) 
      2. Reason Detail: From the drop-down menu, select the corresponding reason detail. (For example: Travel Rule/Message)
5. Switch back to your first Q2 Central screen with the secured messages displayed.
   1. Double click the highlighted message to open the message contents.
   2. Highlight and copy the message contents.
6. Switch back to Finesse.
   1. In the Comments field, paste the message contents.
      
   2. Press Enter to move to a new line and type a plus (+).
   3. Press Enter again.
      • Note: This demarcates the end of the client's message and the beginning of your reply once it is pasted in the comments.
        
7. Complete the request listed in the message. 
   1. For Example: For a travel notice, the notification must be entered in Redi and a message must be placed on the client's account in Xperience.
   2. If the client is requesting statement copies or other documentation mailed, forward the request to Correspondence by e-mailing Bank Direct Chat.
   3. If you are unsure how to complete a client's request reach out to your resources including
      • Another Chat associate
      • A Client Service Center Manager, or 
      • Call Me Direct (ext. 397100)
8. In the share drive (j: drive) > Client Service Center > Chat > Q2 Message Reply Scripts > Updated - Reply Scripts folder, select the reply script that best suits the client's request. 
   1. If there is not a suitable pre-formatted reply script, select Blank script. 
   2. Enter the client's name and type your response to the client's request. Be sure to use clear language.
9. Add the client's name and your name to the selected reply script.
10. Copy your reply.
11. Switch to Finesse.
    1. In the Comments, below the plus (+), paste your reply to the client.
       
       • Note: Your entire reply may not fit in the Comments section due to character limits.
12. Switch to the Q2 Central Secure Messaging inbox.
    1. Click Reply to Message.
       
    2. In the Send Secure Message window, click OK.
       
    3. Paste your reply script in the text box that opens.
    4. Click Message Resolved.
       
    5. To send the reply and complete the message, click Save and Close.
       
13. Switch to Finesse.
14. To save the message and your reply, click Done.
    
15.  Your message is now complete.

Attaching Files to a Reply

In the event your reply needs to include a document or file for the client, you can attach it and send it through BOL messages. 

Note: It must be in a PDF format and there is a size limit. If the size limit becomes an issue, you will have to create a “1 of 4” style message and send multiple replies after breaking the document into several different PDF's. This can be done using CutePDF. 

The option to add an attachment is this: 

Some types of messages in the BOL inbox are for information purposes only and cannot be worked. These messages do not need to be logged in Finesse and be deleted from the inbox.

Some examples of this type of messages are:

• Travel Notification Failure
• New online user created for customer
• SUCCESS: Address Change Extracted

To clear these messages from the inbox, do the following:

1. Double-click on the message to open it.
2. Click the red X button to delete the message.
   
3. Verify you wish to delete the message by clicking Yes.