Secure Messaging

In order to handle secure messages, the agent has to be authorized.

In Work Item Live View, the secure inbox will appear with a padlock icon

If secure messaging is enabled, an icon will appear next to a secure email indicating that it is secure.

When replying to an email, the To and Subject lines cannot be changed. The email also cannot be forwarded and transfers are limited. They can only be transferred to another secure mailbox, queue or agent.

When the agent responds to an email, the end consumer receives a notification that there is a new email in the portal. This notification goes to the end consumer's personal email address (which is not secure). A link in the notification email will take the end consumer to the portal where the member can access their secure mailbox. End consumers can only receive emails in the portal from the secure mailbox.

End consumers can track the progress of emails in the portal. More info on this can be found in the Sent Folder of the Secure Messaging for the End Consumer section.

To view what the member sees in the portal, go to the Secure Messaging for the End Consumer chapter.