Access your Elle Dashboard to see your conversations history. The Dashboard provides a summary of all text message conversations including the person's name, the latest message exchanged, delivery timestamp, location, and the Elle Journey the person engaged in; i.e. Loan Application, New Membership, Elle Chat.
Below is an example of how it looks:
To access each conversation directly from the Dashboard, simply click on the LAST MESSAGE link to go into each Elle Conversation and see the history of text message communication.
Send direct text message responses by typing your response in the chat box and clicking ‘Send’.
Inside each Elle text messaging conversation, you will have access to the prospect’s contact information, application tracking history, the applicant's stage with a timestamp, and conversation history.
Responding to a Text Message
Each time you receive a text message, you will receive an email notification. These notifications will include a direct link to the real-time conversation for easy and quick responses.
Note: email notifications are only sent when a user sends a text to the
financial institution. Email notifications are not sent to agents
for Elle’s auto-generated responses.
Below is an example of the email notification you will receive:
To respond to the text message, click the 'Reply Now' button or open the URL in the email. This will redirect you to the specific Elle Conversation where you can directly reply using the Elle platform.
The Elle platform offers encryption properties for all messages between the sender and the receiver. This encryption protection safeguards your messages, ensuring continuous, secure communication.
Collecting Documents with Elle
You have the ability to receive images and attachments via text message, making it much easier to collect supporting loan documents or new membership account information in real-time.
Any prospect can send a text message picture of a pay stub, photo ID, auto registration, or other required documents to you, anytime.
1. To retrieve documents, click the 'Secure Download' button inside the conversation.
2. In seconds, Elle will deliver a secure download link to your email address with the subject line 'Secure Elle Download'. Once you open the email, you will see the message below. To open and view the document, click on the 'Download Now' button or open the link just below the button.
Note: The emailed download link only works for 60 minutes, so after this time, you will need to return to the Elle text conversation and re-click 'Secure Download' for Elle to re-deliver a new link for you to download the MMS document. If you do not see the email, please reference our troubleshooting guide for receiving Elle email notifications.
ElleAI Smart Suggestions
Smart Suggestions provides a suggested answer in the text messaging chat box. When turned on, a blue box is displayed for one-click replies:
To reply to a message with ElleAI Smart Suggestions, scroll over the blue box and 'click' to populate the smart suggestion in the message box. You then have the option to make edits to the smart suggestion or click ‘Send Message’ to deliver the text message as is.
ElleAI uses state-of-the-art deep learning techniques and a flexible Natural Language Processing (NLP) framework. Elle is continually collecting, categorizing, and labeling conversational data to provide the most accurate responses.
Elle Re-engagement Triggers
When an applicant becomes inactive, Elle sends out a robotic process automation (RPA) text message to re-engage this person so they fully complete the online application.
You can customize both the contents of the message as well as the Delay Time of when the message gets sent. The Delay Time is the amount of time the applicant has been inactive since they moved into the last stage of the application.
Identity Verification Using Elle
Most Credit Union’s currently have a process in place to verify each Member through the call center. A similar method can be applied to verify the identity of your Members using SMS and the Elle text messaging platform.
For increased security most Credit Unions establish a three-factor verification process within the text messaging platform that involves a combination of any of the following verification attributes:
- Mother’s maiden name
- Date of birth
- Zip code
The Credit Union would collect the following pieces of information from the Member via text message and verify them with internal systems of record before proceeding. Additionally, when the Credit Union has the Member’s mobile number on file, it then performs a cross-check that the number does, in fact, match. This verification process protects each Member by not over-exposing personal information while also verifying their membership.
Balance Requests and Internal Transfers
Once verified, the Credit Union now has a secure way to handle Member requests. For example, the Credit Union can help each Member with balance inquiries, transferring money from savings to checking, or making a periodic loan payment.