Mailbox

Mailbox is a two way communication channel between Bank customers and Bank Administrators. Customers communicate with the bank via secured mailbox facility. Customers can send mail messages to the bank with specific pre-defined subjects for their queries/complaints/feedback. In application , as day 0 maintenance each subject category is linked to a group of bank administrators’ users. Depending upon the mail-subject mapping to each bank administrator user, administrators will receive the mails only of the subjects mapped to the users.

Administrators can view the number of received e-mails and access all received and sent e-mails from their secured mailbox. User can click the message to read the detailed content of the message. The subject of the message gives a brief understanding of what the message is about. User can view the message details, the sender information and also view the chain of messages exchanged if any.

The complete chain of message helps user to understand and know the information exchanged with the bank on a particular subject. Bank Administrators can also view the alert messages sent by the bank on various banking events.

Pre-Requisites

• Roles and departments for various bank admins must be defined in reference to mail section
• Alerts must be pre-set by bank and gets auto triggered if subscribed by customer or set as mandatory

Features supported in Application:

• Inbox: where user can view messages sent by customers are replied by bank administrators if any. And also can reply and delete the mails
• Sent Mail folder- This allows user to view the mails replied by logged in user. Also an option is provided to delete the mails
• Deleted Mail Folder - This allows the user to view mails deleted from user’s inbox and sent folders. And can permanently delete the mails
• Alerts – View the alerts sent by the bank and received by logged in user. Also an option is provided to delete the alerts.

How to reach here:

My Account > MailBox
OR
Dashboard > Click

Mails

The Mails functionality is subdivided into the following sub-sections:

• Inbox : can view messages and can also reply to the messages received
• Sent mail:can view the messages that have been sent by logged in user
• Deleted Mail: can view the messages deleted by logged in user from Inbox and Sent Mail folder

Field Description

Field Name	Description
Inbox	List the messages sent to bank administrator. Number of unread mails if any will be displayed.
Sent Mail	List the messages sent by bank administrator.
Deleted Mail	List the messages deleted by bank administrator from Inbox and Sent Mail.
From	The name and the User ID of the sender of the message.
Subject	The descriptive synopsis of the message. Indicates the link to access the message.
Received	Date and time on which the message was received.

1. In the Message- Mails, Click the required option.
1. If you click the Inbox option, the Mail Box section with received messages appears; click individual message to view the details.
2. If you click the Sent Mail option, the Mail Box section with sent messages appear; click individual message to view the details.
3. If you click the Deleted Mail option, the Mail Box section with deleted messages appears; click individual message to view the details.
2. Click on mail message to view the mail details.
   OR
   Click the header to sort the records according to ascending or descending date.
   OR
   Click to refresh the mailbox.
   OR
   For multiple mail deletion, select the check box (s) against the mail, and to delete the message.

Mailbox - Inbox

Using this feature, received in his Inbox. User can view the individual message by clicking on the sender's name.

To access the inbox:

1. In the Message- Mails, Click the required option.
1. If you click the Inbox option, the Mail Box section with received messages appears; click individual message to view the details.

Inbox - Message Details

Field Description

Field Name	Description
Message Details
From	The name of the sender who has sent the mail.
Sent	Date and time on which the message was received.
Subject	Subject of the received message.
Message Chain	The message record contains: Actual contents of the message Date and time on which each message was received Sender of the message, that is the bank admin or the user Note: A mail chain is formed when a user sends a mail to bank administrator and he replies back.
Message - Reply This section displays the reply section.
Message	The message to be sent.

2. If you click the Sent Mail option, the Mail Box section with sent messages appear; click individual message to view the details.
3. If you click the Deleted Mail option, the Mail Box section with deleted messages appears; click individual message to view the details.
2. Click on the required message whose details you want to view. The mail details appears, click Reply if you want to reply the received message.
   OR
   Click the header to sort the records according to ascending or descending date.
   OR
   Click to refresh the mailbox.
   OR
   For multiple mail deletion, select the check box (s) against the mail, and to delete the message.

Message – Reply Message

Field Description

Field Name	Description
Message - Reply This section displays the reply section.
Message	The message to be sent to the bank.

• Click Reply if user wants to reply the received message. The new screen appears in which the user can type a reply message to be sent. Existing mail content is also linked.
• click Send to send the reply message. The success message appears.
  OR Click Delete to delete the message.
  OR
  Click Go Back to navigate to the previous page.
  

Mailbox - Sent Mail

This option displays all the messages sent by the logged in user.

To view the sent messages:

1. In the Mails section, click Sent Mail option.
2. The message screen with sent messages list appears; click individual message to view the details.

Field Description

Field Name	Description
To	The name of the receiver of the mail.
Subject	Subject of the message.
Sent	Date and time on which the message was sent.
Message Details This section displays the detailed message.
From	The name of the sender who has sent the mail.
Sent	Date and time on which the message was sent.
Subject	Subject of the sent message.
Message Chain	The message record contains: Actual contents of the message Date and time on which each message was sent Sender of the message, that is the bank admin or the user Note: A mail chain is formed when a user sends a mail to bank administrator and he replies back.
Message - Reply This section displays the reply section.
Message	The message to be sent to the bank.

3. Click the header to sort the records according to ascending or descending date.
   OR
   Click to refresh the mailbox.
   OR
   Select message and click to delete the message.
4. The message screen with detailed message record appears; click Reply if you want to reply the current message. The success message appears.
   OR
   Click Delete to delete the message.
   OR
   Click Go Back to navigate to the previous page.

Mailbox - Deleted Mail

This option displays all the messages that are deleted by the user from Inbox and Sent Mail Folders.

To view the deleted messages

1. In the Mails section, click Deleted Mail option.
2. The message screen with deleted messages list appears; click individual message to view the details.

Field Description

Field Name	Description
Subject	Subject of the message.
Received	Date and time on which the message was received.
Message Details This section displays the detailed message.
From	The name of the sender who has sent the mail.
Sent	Date and time on which the message was sent.
Subject	Subject of the sent message.
Message Contents	The contents of the message.

3. Click to delete the message permanently.

Note: For multiple mail deletion, select the check box (s) against the mail, and click .

4. Click the header to sort the records according to ascending or descending date.
   OR
   Click Go Back to navigate to the previous page.

Alerts

Under this section, all the alerts auto generated and sent to the logged in user will be displayed. User is not allowed reply to the alerts received in his mailbox. Number of unread mail count if any will be shown in this section.

To view the alerts:

1. Click the Alerts option. The alert section displays list all alerts.

Field Description

Field Name	Description
Subject	Subject of the alert.
Received	Date and time on which the alert was received.

2. Click to refresh the mailbox.
   OR
   Click to delete the message permanently.

Note: For multiple mail deletion, select the check box (s) against the mail, and click .

3. Click the header to sort the records according to ascending or descending date.
   OR
   Click Go Back to navigate to the previous page.
4. Click individual alert to view the details. The details appears depend upon the type of alert being generated.

Field Description

Field Name	Description
Subject	Subject of the alert.
Received	Date and time on which the alert was received.
Message	Message Body of the alert.

FAQs

Can bank administrator initiate fresh mails?

No, bank administrator can not initiate fresh mail. Users will be allowed only to reply to the mails received in their inbox.

Will bank administrators receive all mails initiated by bank’s customers?

Bank administrators will receive only those mails of which the mail subject is mapped to individual user or group of users. E.g. Mail initiated by customer with subject ‘Change of communication address’ will only be sent to the users whom this subject is mapped.

Can bank administrator view reply sent by other administrator to customer’s mail?

Yes, bank administrators can view the mails replied by other administrators, only if the mail subject is mapped to the user.

Can bank administrator delete multiple mails?

Yes, user can select multiple mails and delete the same.

Can bank administrator retrieve the deleted mails?

Deleted mails from inbox and sent mail folder will be stored in Deleted Mails folder. User can view the details of deleted mail. Mails will get permanently deleted from user’s view if further deleted from ‘Deleted Mail folder’.

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