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How to Configure and Manage Secure Messenger
Introduction

Secure Messaging is a front-end and server-based approach to enable end-to-end secure communication with your clients and protect sensitive data. Your client can immediately start confidential and authenticated exchanges from any part of the world.    

Once installed, it does not need any future code updates. The Secure Messenger is responsive to desktop and mobile devices, with all the messages and attachments are not stored or cached on the compliant server.  

Secure Messaging on Control Panel

Once your Secure Messenger is created, you can use the following operations in the Control Panel to manage it—Edit, Install Code, Copy, Rename, and Delete. You can also Enable or Disable any Secure Messenger and use a certain condition while configuring the Routing Rules, Triggers, and SLAs.


Step by Step Instructions 

To manage Secure Messenger, in the Control Panel, follow these steps: 

  1. Log in to your Comm100 Control Panel. 
  2. From the left navigation menu, go to Ticketing & Messaging > Channels > Secure Messaging.
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    The Secure Messaging page contains the list of existing Secure Messenger. 
  3. Click the New Secure Messenger tab to add a new Secure Messenger.
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    The New Secure Messenger drawer appears. 
  4. On the New Secure Messenger drawer, enter the Name, Description, and click Next.
    parent 3.pngThe General tab appears. 
  5. Customize the user interface of your Secure Messenger and click Save.
    To learn more about configuring the user interface, see this article
  6. You can use the Enable toggle key to turn ON or turn OFF any Secure Messenger.  
    For a specific Secure Messenger, navigate to the Operations column and perform the following actions:
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    • Edit: You can use the Edit option to edit and modify any existing Secure Messenger configuration.
    • Install code: The Install code option allows you to navigate to the Installation tab and manage the installation.
    • Copy: The Copy option allows you to create a copy of any existing secure Messenger.  
    • Rename: The Rename option allows you to rename any existing Secure Messenger.
    • Delete: You can use the Delete option to delete any Messenger. 

Once you successfully add a Secure Messenger, you can also use Channel, Last Message Channel, and Contact Identity conditions in Routing Rules, Triggers, and SLAs of your Secure Messenger. You can also enable Credit Card Masking in Global Settings Security to mask credit card numbers in Secure Messaging tickets for agents. 

  • Routing Rules: To use Channel, Last Message Channel, and Contact Identity conditions in Routing Rules, navigate to Ticketing & Messaging > Settings > Routing Rules and select any of these conditions to create a New Rule.
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    For example, if you select Last Message Channel in Condition’s field, Secure Messaging appears as an option in the field values.
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    To learn more about configuring Routing Rules in Ticketing & Messaging, see this article.

  • Triggers: To use Channel, Last Message Channel, and Contact Identity conditions in Triggers, navigate to Ticketing & Messaging > Settings > Triggers and select any of these conditions to create New Triggers.
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    For example, if you select Channel Account in Condition’s field, all your Secure Messenger accounts appear as an option in the field values.
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    To learn more about using Triggers in Ticketing & Messaging, see this article.

  • SLAs: To use Channel, Last Message Channel, and Contact Identity conditions in SLA, navigate to Ticketing & Messaging > Settings > SLA and select any of these conditions to create a New SLA Policy.
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    For example, if you select Channel in Condition’s field, Secure Messaging appears as an option in the field values.
    parent 10.png
    To learn more about using the SLA feature in Ticketing & Messaging, see this article.

  • Credit Card Masking: To mask credit card numbers in Secure Message tickets for agents, navigate to Global Settings > Security > Credit Card Masking and turn on the Credit Card Masking toggle Key.
    parent 11.png 

Secure Messaging on Agent Console

On the Agent Console side, you can create Views and answer the Secure Messaging tickets your visitors create.  

Once you complete configuring Secure Messenger and installing the code on your website, agents can start answering Secure Messaging tickets from the Agent Console.
parent 12.pngYou can also create separate Views to manage your Secure Messaging channel tickets. You can use fields like Channel, Channel Account, Last Message Channel, Last Message Channel Account, and so forth to Add Conditions and create Views.
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You can now identify whether a visitor has read a Secure Message or not.

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And visitors can view the new message notification on their side of the chat window.

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To learn more about Views in Ticketing & Messaging, see this article.  

If you need help in configuring or managing your Secure Messenger, you can chat with us