Support App, Reimagined

Jack Henry is building our next generation of the Support app to work natively in the Banno Platform — with Jack Henry Platform integration to follow at a yet-to-be-determined time. We’re doubling down on Banno Conversations, and giving it an upgrade in numerous areas to increase efficiency, usability, and broaden your team’s ability to truly support your users. That means deeper integration with the tools your team already uses, a faster and more intuitive experience for your associates, and smarter capabilities that help your team resolve cases without ever leaving the conversation.

We’re building fast and continually shipping new features for Banno Support. Like most things, delivery targets are subject to change, but we’re excited to give you a glimpse ahead!

What’s changing – and what isn’t

The Banno Support platform your team relies on today isn’t going away. We’re keeping it stable and fully operational while we build what’s next in parallel. When the new experience is ready, we’ll work with you on a smooth transition.

What’s staying the same? Your conversations, your cases, and your team’s workflows. What’s getting better? Everything around them.

What we’re building

We’re rolling out the new Support experience in stages. The subsections below provide a look at everything we’re working on.

Conversation Experience

Building

Expanding upon the primary messaging interface between financial institution representatives and users, features are under development to elevate the conversational experience.

Key technical enhancements include:

Timestamp segmentation and colored differentiation
Read receipts and internal notetaking toggle
Unique text composition such as text formatting, emojis, and file attachments

**Figure 1:** Screenshot of the new internal notetaking feature currently in development.

Case Intake

Planning

Elaborating on case intake processes, structured form submissions focus on case entrance into the Support platform. Spanning from case creation workflows, initial data capture, and even routing logic, case intake is stepping it up a notch to provide further clarity and efficiency.

Key case intake evolutions include the following:

Form-based case creation flow
Structured data capture for recurring case types
Initial routing and assignment logic

**Figure 2:** Screenshot of the form settings functionality, allowing status toggling, customized form fields, confirmation messaging, and website form installation.

Case Management

Planning

Introducing improved case management workflows with a new contextual sidebar, highlighting essential case details without ever leaving the client conversation. Key sidebar information includes the client profile, account identifiers, organization, case assignment, status management, and tagging.

Key case management functions include the following:

Contextual sidebar with organization, profile, and transaction details
Case assignment
Status management
Tagging processes

**Figure 3:** Actionable case management view, providing fluid process segmentation.

Settings & Configurations

Planning

The core of our Support app evolution includes advanced administrative configuration, allowing financial institutions the customization to match their operational needs. Additional options on the Settings screen will provide the ability to directly manage features within Support, letting admins match specific institutional requirements and procedures. For example, assigning data access levels, routing cases to specified queues, and customizing holiday business hours.

Key enhancements include the following:

Team and role configuration
Auto-reply and template management
Routing rules and SLA settings
Notification preferences

**Figure 4:** Screenshot of the business hours configuration within Settings.