Customer Application

• Total 1-4 screens
• Each page optionally contains background image (4320 pixels x 2160 pixels), title text (30 characters), and description text (140 characters).
• Navigation instructions and breadcrumbs are displayed if there is more than one screen.
• Button or mechanism to go straight to Ts and Cs is visible on every screen.
• If a customer quits the application without completing, the customer will be routed back to the first of these screens upon next launch.

• Arrive at a page after the welcome screens.
• A customer must accept the current version of the Ts&Cs by tapping a button to proceed. If not, the customer stays on the screen showing the Ts&Cs.
• If a new customer exits the application without completing, the customer will be routed back to the welcome screens.
• When a customer accepts the Ts and Cs version, date and timestamp must be associated with the customer.
• Scrolling to the end of the Ts & Cs is not required before accepting.

• Engage will recognize whether biometric proxies are available on the customer's device.
• If biometric proxies are available, on post-first successful login. the customer will be presented with an option to enable biometric proxy or to decline.
• If the biometric proxy is enabled, a customer will be able to use proxy the next time the customer logs on.
• If declined, a customer will not be presented with the option to use the biometric proxy next time the customer logs on.

• From the agent selection screen, tap in the search bar at the top of the screen.
• Enter an agent's name.
• Find that agent in the list of search results.
• Only agents with "Available for search" set to "Yes" can be found.

• From the agent selection screen, tap in the search bar at the top of the screen.
• Tap the location marker button at the top of the screen.
• Select a location from the list or enter to filter the list of locations.
• Agents with a matching location are returned.

• List of profile cards is displayed in a carousel that an agent can swipe through.
• Online/offline agent status must be visible to customer - colored dot next to avatar.
• Order of agents must prioritize agents that are online as of time of list load, randomized order within those categories.
• Button or mechanism to select an agent.
• Agents presented must be set to "Available as primary" in the agent web application.

• iOS only - Android is enabled by default.
• Prompt occurs immediately after agent selection.
• If the user selects OK, the OS level notification settings for the application is set to allow. Otherwise, not allowed.

• There is a timestamp for every new message or tool received in a conversation after a break of more than 10 minutes without receiving a message.
• The first message in a group of messages from a conversation participant will have the display name of the message sender directly above it.
• If there are several messages in a row from a participant, that participant's name will not display above every message; only the first in the group.
• If there is a 10-minute time break between messages (causing a timestamp to be added), the participant's name will be above the first message after the timestamp
• Message sender name can also be seen in the conversation screens.

• Customer is able to scroll up and see previous messages from both agents and the customer.
• By default, the last 50 messages will already be loaded.
• Once the customer attempts to scroll past the 50th message, automatically load the next 50 messages from that conversation.
• If the customer leaves the application and returns, only the last 50 messages will be loaded again.

• Keyboard appears when clicking on text box.
• Keyboard hides when scrolling back through history of messages. Keyboard reappears when text box is tapped.
• The SEND button is enabled when there is at least one character in the text field.

• Badge is standard iOS app icon badge.
• Show the count of unread messages.
• Once the application is opened to the conversation screen, the count is reset to 0.
• If the count is 0, the badge is not shown.

• Message indicator shows for two seconds (animation loops) when a web-socket message of type TYPING is sent.
• If another message is received within two seconds, reset the timer so the animation continues for another two seconds from that moment.
• If a message of type NEW is received, stop displaying the typing indicator.

Customers on mobile application will see the status of agent in their conversation.

• If the conversation has one agent, the agent's status is shown right below the agent avatar.
• Tapping on the avatar opens the agent's profile card.
• If the conversation has multiple agents and at least one of them has a status, a UI mechanism is shown with default copy: "Tap to view status".
  • Tapping on the UI mechanism opens a panel showing each agent avatar and their status.
  • Only Tapping on top conversation avatars will open the agent's profile card while UI drop-down mechanism.
• Statuses are updated live.
• Statuses for agents with a "none" status is blank.

• Customers can view the list of files shared by the Agent and download them.
• Customers can see the thumbnail of the file shared by the Agent which indicates the file format.
• Customers cannot download the files once an Agent or a Manager recalls the files.

Customers can share multiple files with the agent from the chat window. Adding an attachment functionality is available in the conversation chat window.

• Option to add an attachment
  • Add an attachment in the chat window.
  • Take a picture using camera option and attach that file.
  • Add text or description to the file(s) attached.
  • For the Images attached through camera source, a file preview with the actual image is displayed before sending the image so that the customer can review the image before sending
• File types supported
  • PDF, JPG, JPEG, PNG, GIF, DOCX, XLSX, DOC, XLS, CSV.
  • Add text or description to the file(s) attached.
  • Attach a combination of documents and images in the same message. For example - Customers can choose three PDF documents and two JPG images, add text/description, and send. All the 5 files shared are available in the same bubble with text/description available at the bottom of the bubble.
  • When the customer browses through the files to be attached, all the files are displayed and the file types not supported are greyed out, so that those files cannot be selected.
• File size and number of files
  • Share maximum of five files and each of the individual file must not exceed 5 MB. The number of files and the file size can be configured based on the tenant level configuration.
  • The files shared by the customer are stored in AWS S3 and the conversation or the attachments cannot be deleted.
  • Customer gets an appropriate error message if the number of files or the file size exceeds the requirement as determined.
• Background virus scan
  • Virus scan is performed in the background to ensure no malicious files are shared by the Customers; malicious files are deleted from the system.
  • The system displays an appropriate error message if any malicious files are deleted.
• Download attachment. Customers can download the file(s) which have been shared before.
• File sharing icon. The application logic handles the scenario of displaying the "File sharing" icon based on the configuration received from the server.
• Customers can view the shared file on the device based on the default app for the file type. For example, for a DOCX format file, if the device has Microsoft Word as the default app, the shared file will open by default in Microsoft Word. If the device does not have any app for a particular file type, then the shared file will not be viewable on the device.

• If a message is sent by an agent, it appears to come from the agent (an agent message bubble is displayed)
• If a message is sent by a manager, it appears as a system message.
• Mass messages trigger the same notifications a regular message triggers (push notification).

The delete shared file functionality is available for customers and prospects if the customer has file sharing functionality.

• Customers can delete the files shared by them.
• Customers can delete the files of all the formats shared by them.
• Before deleting a file, the customers are notified with a message on the screen.
• A confirmation message is displayed on the screen after the file is deleted.
• The file(s) deleted by a customer are not available in the Engage layer.
• Customers can see "Sent" and "Received" files on individual tabs.
• The "Delete shared file" functionality is enabled only if the customer has file sharing functionality.

• Deactivated customers and prospects cannot automatically reactivate when they try to login using their credentials.
• Customers and prospects must get themselves activated using the support team.

A customer can navigate to the conversation chat and interact with agents on requirements.

• If the customer has preassigned agents already: As soon as the customer signs in to the customer application, the customer is navigated to the conversation chat window. Any actions after being navigated to the conversation window will be as per the existing functions.
• If the customer does not have preassigned agents: The current Business As Usual (BAU) approach is followed. The customer can choose an agent of choice and continue with the conversation chat with the agent.

• Screen includes app icon and background color. Once the application is loaded, the screen transitions to the next state.
• If the customer has not completed on-boarding yet, the page will be replaced by the education screen once the loading finishes.
• If the customer has completed on-boarding and has set up a biometric authentication method, and the token is valid, a dialog for the biometric authentication is shown.
• If the customer has completed on-boarding and either has not set up biometric authentication or the token is not valid, the financial institution (FI) login page is shown.

• Screen is accessed from the hamburger menu on the mobile application.
• Screen shows phone number and email and can be clicked.

• If the user is online, the dot is green.
• If the user if offline, the dot is grey.

Agents have profile cards that are displayed in several places in the customer application.

Profile cards are displayed when a customer chooses the agent in first-time use, that is, if the customer chooses to change the agent or clicks to view more information about an agent from their avatar or agent introductory card. 

Profile cards include:

• Agent Avatar
• Agent online status
• Display name
• Highlights
• Location
• Biography (text field, 160 characters)
• Expertise (tag field, up to 4 tags displayed)
• Working hours (text field, 40 characters)
• NMLS number

Fields with empty values will not be displayed.

• Choose New Primary Agent option in the hamburger panel in the customer application.
• Customers view and explanatory page with option to continue or go back.
• List excludes current primary agent.

Once agent is selected:

• The agent becomes that customer's primary agent.
• The new agent is announced with an in-chat indicator.
• The added agent will see the conversation history even before the agent was added.
• The added agent's avatar will show in the conversation's list of users' avatars and the added agent to show in the Participants Pane in the agent dashboard as the primary agent.
• The previous primary agent will be moved to previous participant list. 

•  A banner is displayed when none of the current conversation participants are available.
• Tapping on the banner checks if agents are available.
• If another secondary-eligible agent is in Previous Participants for a conversation and is currently online, that agent is brought into chat.
• If that fails, a random agent who is secondary-eligible, is online, and has the same manager is brought into chat.
• If that fails, a random agent who is secondary-eligible, and is online is brought into chat.
• If no agents are available, a modal is displayed indicating no agents are currently available and shows a phone number that can be clicked, and/or email to contact the FI.
• Once the agent is added to the conversation, it is announced with an in-chat indicator.
• The added agent will see the conversation history even before the agent was added.

Secondary-eligibility is determined by "Available as secondary" set to true in the employee profile.

• Button in the hamburger menu opens view of the current Ts&Cs.
• Button exits view and returns customer to chat.

• If an agent in a conversation has entered the phone number within the agent profile, the call button is displayed.
• If a conversation has multiple agents, clicking on the button brings up the drop-down to select the correct agent.
• If a multi-agent conversation has some agents who have not entered a phone number, their name is displayed, but the call button next to their name is disabled.
• If none of the agents have entered a phone number, the call button will not be displayed.
• Once the customer taps the call button for an agent:
  • On iOS, a pop up displays the agent's phone number with a button or mechanism to call and a button or mechanism to cancel.
  • On Android, the customer is navigated to the dialer application populated with the agent's phone number.

Customers will see an indicator when the application has Web socket connection problems.

The states are:

• Trying to connect
• Cannot connect
• Connected. The connected indication disappears after three seconds.

• There will be an indication on the interface that shows when the application cannot connect to the REST API.
• The indicator disappears after three seconds.
• Displayed message - "Your last action failed due to connection problems."

• A persistent notification to show that the application is disconnected is shown.
• Message (configurable per FI): "Connection interrupted. Tap to reconnect".
• While the notification is present, the "Select a new agent" item in the hamburger menu is disabled.
• While the notification is present, the message entry field is disabled.
• Tapping on the banner initiates the reconnection process. 

• A screen is displayed on launch if the current app store version of the application is newer than the customer's version.
• The screen will have instructions on how to update (configurable by FI).
• A mechanism to visit the app listing on the relevant app store will be available on the screen.