Advanced Guidance
When it comes to helping banking customers get the support they need, some problems are easier to solve when they can be talked through face-to-face. Advanced Guidance elevates existing support experiences by combining real-time Video Chat and Screen Sharing with interactive Co-Browse capabilities, allowing financial institution representatives to meet their customers and accountholders exactly where they are.
Whether a customer needs to speak directly with a representative to explain a complex issue or requires hands-on assistance through a shared screen, these tools are built to provide clarity and speed. With Advanced Guidance, support representatives can not only see the hurdles being faced, but can even use a shared cursor to provide step-by-step guidance. It’s fast, secure, and available directly within the Conversations interface financial institutions already use.
Video Chat and Screen Sharing
Jack Henry has enabled the ability to provide live video and screen sharing to replicate the personalized, in-branch experience online.
Setup
Using video chat and screen sharing requires participating financial institutions to have Conversations enabled. Once support representatives have turned on video chat, team members must be part of a Group in Users & Groups with the Manage video chat permission, which is nested under Banno Support. As soon as that permission has been granted, that group can start using video chat right away!
Starting a Video Chat
Video chats are treated as an attachment in a Conversation. Simply select the Attach a video chat icon to get started. Clicking the Join video chat button on the resulting attachment takes participants to the pre-flight screen and displays three options to set up call preferences before joining live with the end user. The end user will see the same process when they select the Join video chat option.
- Mic
- Toggles the microphone on or off.
- Camera
- Toggles the camera on or off.
- Settings
- Opens a dialogue that lets participants set their Video input (camera), Audio input (microphone), and Audio output (speakers or headphones).
All of these options are also available on-screen during a call.
Once you have joined, the Share button is also available. This begins a screen sharing session. Your browser will present a browser-specific dialog so you can share specific parts of your screen. Note: Screen sharing is not supported in Banno Mobile nor in Banno Online on a mobile browser.
Other members of your team with the appropriate permissions can also join any video chat, allowing you to host a video chat with more than two people if specialized information is requested.
Additional Information
Video Chat is not currently supported when using Banno Support via the Xperience SSO because the browser package utilized for Xperience does not allow access to browser permissions, such as microphone or camera access. Options are being explored to remedy browser permission access via Xperience, but in the meantime, support agents can access video chat functionality via an alternate browser.
Troubleshooting
If the video chat feature encounters an error trying to access a microphone or camera, participants will be presented with a message notifying them of this issue. Participants can use Twilio’s diagnostic tool to troubleshoot media device issues further.
Collateral Doc
For information about video chat and screen sharing in a PDF format, visit the Digital Banking section of our product collateral page .
Co-Browse for Video Chat
Co-Browse is an add-on feature that lives within the Video Chat experience. Once a video chat has been started and both the accountholder and the support rep have joined, the accountholder needs to share their screen.
Once the accountholder is screensharing, the support representative will see a Share cursor option. Doing so will make the support representative’s cursor appear on the accountholder’s screen, enabling them to show the accountholder specific details or walk them through any tasks they’re having trouble completing.
FAQ
Video Chat and Screen Sharing FAQs
- Is video chat available on Banno Mobile?
- Video chat is available on version 3.2 or newer of Banno Mobile. Note that mobile devices do not support screen sharing natively—this includes using a web browser on a mobile device.
- Is video chat secure?
- Yes! All video chat sessions are behind the same authentication as Banno Conversations , making video chat every bit as secure as that feature.
- What are video chat users able to share when screen sharing?
- Both financial institution employees and account holders are able to share anything their browser supports. Chrome, for example, allows users to share a single tab, a window, or an entire screen.
- Is it possible to record a video chat?
- No, recording video chat (and/or screen-sharing sessions) is not supported.
- Can video chat and screen sharing functionality be expanded using the Digital Toolkit?
- No, these features are not extensible; therefore, the Developer Relations team that manages JackHenry.Dev
and answers questions submitted on Stack Overflow
(when tagged with
banno-digital-toolkit) cannot provide insights or assistance regarding video chat and screen sharing.
Co-Browse FAQs
- Will Co-Browse work with all browsers?
- Yes, it should. There are no known browser limitations for this method of Co-Browse.
- Are additional permissions required for using Co-Browse?
- Neither end users nor financial institution employees need to accept any additional permissions to share cursors, as Co-Browse requires the same setup and permissions as Video Chat and Screen Sharing .
- Can the support user click on or navigate around the accountholder’s screen?
- No, the support user can only share their cursor location to guide the accountholder. For maximum security and privacy of the Banno platform, we do not allow additional access.
- Does Co-Browse require an additional contract?
- Yes, Co-Browse for Video Chat is currently available for contract as an individual Jack Henry Digital Add-On. Contact your Digital Sales Executive to get started!