Secure Message Center

Secure message centers are highly secure web portals, meant for exchanging sensitive information with customers. Agents working on outgoing messages can mark them as secure. These messages are not sent directly to the recipient’s primary email, but are instead sent to the customer’s secure inbox. The customer can then access the message sent by the agent by logging in to the secure message center. APIs are also available to assign the permissions on a secure message center inbox, allowing close friends and family to view their interactions and interact with the business on the behalf of the user.

Important Details About Secure Message Centers

  • Each department only has one secure message center.

  • Customers must have an authentication account to be able to access their secure message center.

  • Customer 360 is a mobile response template through which website visitors can access contact channels of the application. The Customer 360 single sign-on feature can be configured for customers to access their message center. For information about configuring Customer 360 single sign-on, see eGain Administrator's Guide to Administration ConsoleAbout Customer Single Sign-On.

  • Secure message centers are an option as a start node for inbound workflows. For more information see About Workflows.

  • Notifications can be configured to be sent to customers when new secure messages are available.

  • Issue types and subjects can be created and assigned to message centers for customers to choose from while sending messages to the business.

How Agents Interact with Secure Message Centers

Agents can be restricted to working on only secure emails. In such scenarios, all new emails as well as responses to customer emails are secure messages.

With a secure message center configured to allow agents to work on both secure and standard messages, through the agent desktop, agents can:

  • Reply to emails sent from a customer’s secure inbox.

  • Reply to standard emails that are parsed from the department’s email alias and processed through a workflow.

  • Compose emails to send directly to a customer’s secure inbox.

  • Compose standard emails to send to a customer’s email address.

  • Convert a standard email activity to a secure activity, ensuring the message is sent to the customer’s secure inbox.

With a secure message center configured to allow agents to work only on secure messages, through the agent desktop, agents can:

  • Reply to emails sent from a customer’s secure inbox.

  • Compose emails to send directly to a customer’s secure inbox.

How Customers Interact with Secure Message Centers

In the secure message center, customers are able to:

  • View the secure emails they have received and sent.

  • Send secure responses to emails from agents.

  • Compose new secure messages.

  • Create an activity on behalf of another customer (i.e. Power of Attorney).

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