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.

As a Day 0 maintenance, Bank has to define whether the OBDX mailbox should point to the UBS-interaction module or to the internal mailbox. In case if the mailbox is pointed to the UBS-Interaction module, the mail initiated by customers will be sent to the UBS bank user for his action and will not be sent to the OBDX administrator.

Pre-Requisites

• Roles and departments for various Bank Administrator 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 bank administrators can view the messages sent by the customers 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. There is an option to restore the deleted mails to respective folder.
• Alerts – View the alerts sent by the bank and received by logged in user. Also an option is provided to delete the alerts.
• Notifications - This section allows the logged in user to view all the notifications sent by the bank. Also an option is provided to delete the notifications.

How to reach here:

System/ Bank AdministratorAdministrator is a set of individuals that administer the applicant/Affiliate entity. For example, Accountants, Authorized Signatories for organizations, Power of Attorney for individuals. Dashboard > Toggle Menu > Mailbox > Mails
OR
System/ Bank Administrator > Click

Mails

The Mails functionality consist of the following 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

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 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, user can view the messages 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

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 appear.
   OR
   Click to refresh the mailbox.
   OR
   For multiple mail deletion, select the check box (s) against the mail, and click to delete the messages.
3. 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.
1. 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.
   

Message – Reply Message

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.

3. Click the required sent message that you want to view.
   OR
   Click to refresh the mailbox.
   OR
   Select message and click to delete the message.

Message – Sent Mail Details

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.

3. Click to refresh the mailbox.
   OR
   To delete the mails, select the check box (s) against the mail, and click to delete the message permanently.
   OR
   To move the mails back to inbox/ sent mail folder, select the check box (s) against the mail, and click .

• Click individual deleted message to view the details.

Message – Deleted Mail Details

5. The message screen with detailed message record appears; Click Delete to delete the message permanently.
   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 to reply to the alerts received in his mailbox. Number of unread mail count if any will be shown in this section.

How to reach here:

System/ Bank Administrator Dashboard > Toggle Menu > Mailbox > Alerts
OR
System/ Bank Administrator Dashboard > Click > Alerts > View All

To view the alerts:

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

2. Click to refresh the alerts.
   OR
   Click to delete the alerts.

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

3. Click individual alert to view the details. The details appear depend upon the type of alert being generated.

• Click Delete to delete the alert.
  OR
  Click Go Back to navigate to the previous page.

Notifications

This section lists all the notifications sent to the logged in user will be displayed. The user can view the detailed notifications but cannot reply to these notifications. Number of unread notification count if any will be shown in this section.

How to reach here:

System/ Bank Administrator Dashboard > Toggle Menu > Mailbox > Notifications
OR
System/ Bank Administrator Dashboard > Click > Notifications > View All

To view the notifications:

1. Click the Notifications tab. The notifications section displays list of all the notifications.

2. Click to refresh the Notifications.
   OR
   Click to delete the nNotification.

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

3. Click individual notification to view the details. The details appear depend upon the type of notification being received.

Notification Details

• Click Delete to delete the notification.
  OR
  Click Go Back to navigate to the previous page.

FAQs

Can Bank Administrator initiate fresh mails?

No, Bank administrator can not initiate fresh mail. Administrator 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 restore 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 and can restore the mail back in respective folders. Mails will get permanently deleted from user’s view if further deleted from ‘Deleted Mail folder’.

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