KANA Secure Messaging is a web-based tool that handles the trusted communication between your organization and the customer mailboxes. KANA Response helps customer service representatives to view and reply to messages. A customer service representative's inbox supports e-mail messages from both trusted and untrusted channels. Secure messages can be identified by a lock symbol which appears beside the message in the inbox. While a secure message is in the customer service representative’s inbox, only the customer service representative can answer it. If the customer service representative is logged out and has stored messages in his or her folder, other customer service representatives can find and transfer those messages to their own inboxes.
All actions except replying to an e-mail message is prohibited on Secure Messaging.
Secure Messaging differs from regular messaging in the following ways:
Authentication—This feature enables you to guarantee the identity of the individual or process sending a message. You can authenticate through the KANA Secure Messaging system.
Encryption—This feature scrambles the contents sufficiently to guarantee that only the intended recipient and sender are able to review the content of the message.
Assured Delivery—This feature certifies that the message was delivered to the intended recipient, with the date and time of the delivery. Logs can be created for the messages sent between Response and the integrated application. When there is a failure to send a message to Response or a notification to the customer public email address, a log event is registered.
Messages in Response are sent over SMTP or SOAP channels, which are either trusted or untrusted. See Trusted channels below for more detail about the different types of channels in Response.
A secure message is a message that contains information that can only be shared between a trusted customer service representative and an authenticated customer.
Secure messages are sent over trusted channels.
A channel is a method of communication that automatically sends updated information for immediate display or viewing on request. In Response, a channel is the pathway through which agents communicate with customers.
Trusted channel—A channel is trusted to carry secure, or confidential, messages. Messages are often encrypted on a trusted channel. When a message is received on a trusted channel, it automatically becomes a secure message.
Untrusted channel—A channel is not trusted to carry secure messages. For example an SMTP channel is usually not trusted because the message often passes through untrusted public networks without guaranteed confidentiality.
Response SOAP supports inbound and outbound channels for secure messages. The Mail Receiver supports the inbound SOAP channel and the Mail Sender supports the outbound SOAP channel. Typically SOAP channels are trusted, while SMTP generally is not.
You can select the secure message settings on the Mail Settings page. The choices are:
Secure messages must be returned on a trusted channel: If a confidential message is sent on an untrusted channel and this system parameter is set, the message bounces back to the customer service representative or queue.
Messages must be returned to the original sender on the same channel: If a confidential response message is sent to a recipient other than the sender of the original message and this system parameter is set, the message bounces back to the customer service representative or queue.
The outgoing "from address" (mailbox) cannot be changed. The outgoing message must go back through the same trusted channel.
Prevent rule actions from changing the "secure flag" : Indicates that you cannot change the confidential flag by using rules.
You may also need to create or modify secure message labels that users can apply to incoming messages.
How do I set up Secure Messaging?