Converting to Secure Message
Secure messages are emails that are placed directly into a Secure Messaging Center without interacting with mail servers. Secure messages are used by both agents and customers to communicate sensitive or important information in a secure environment.
- For agents, secure messages are like regular emails. They are handled by workflows, which direct incoming secure messages to the most appropriate agent. Standard mail activities can be converted or reverted to Secure Messages by an agent with the necessary actions and permissions. If a secure message is Sent or Completed, its status as a secure email cannot be changed.
- For customers, secure messages cannot be viewed or sent unless they have signed into their Secure Messaging Center, a messaging platform on the secure messaging portal. The portal is only accessible by customers and customers must authenticate to access the center.
Agents can be configured to handle both secure messages and regular mail activities, or secure messages only. If the Secure Messaging Center is configured for notifications, outbound secure messages sent to a customer’s Secure Messaging Center trigger a notification that is dispatched like a regular email and delivered to the customer, informing them that there is a message for them in the Secure Messaging Center. Secure messages cannot leave the application and cannot be viewed by customers unless they have authenticated.
Converting an email to a secure message changes the From: address to Secure Message Center and disables the following buttons and fields:
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Reply
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Reply to All
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Forward
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Redirect
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From
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To
To convert an email to a secure message:
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Create a new email or select an email that has not yet been sent or completed.
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In the Reply pane toolbar, click the Secure Email
button. -
Send or Complete the email.
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