Known from the start. Connected over time.

Connect with signed-in account holders through persistent messaging in online and mobile banking. Address account-specific needs with identity established and conversation history in view.

Authenticated messaging at a glance

More personal service. Fewer barriers.

Already authenticated

Start with identity established through signed-in digital banking.

Account-specific support

Help with balance questions, transaction inquiries, and transfer requests.

Persistent history

Keep previous messages available so each conversation builds on the last.

Message on their schedule

Let account holders message now and return later to continue.

Customer context

Bring history, relationship details, notes, and shared files into view when configured.

Rich conversations

Exchange files and inline images, with rich-text formatting where enabled.

How authenticated messaging works

Get straight to what matters

1. The account holder opens messaging in signed-in online or mobile banking
2. Identity is already established, so the employee can focus on the request
3. Lynq® connects them with the appropriate employee or team based on your service model
4. The employee uses available history and context to provide account-specific support
5. The account holder can return later and continue the same conversation

Designed for better service

Less repetition. More meaningful support.

Give account holders a direct path to personal help, with the identity and context employees need to move the conversation forward.

For account holders

Get to the help you need

Move straight into account-specific questions with identity already established. Return to the same conversation whenever you need to follow up.

For employees

Build on what you already know

Use available conversation history and relationship context to understand the request and provide more relevant support.

For managers

Make personal service your own

Support dedicated, team, pooled, or hybrid relationship models. Configure service around the way your institution works.

Connected support

Continue into the right kind of support

Add audio with VoIP

Start an in-conversation audio session while the authenticated account holder is online. VoIP complements phone-based Voice.

Share files securely

Exchange documents and images within the conversation, with secure, time-limited file access.

Guide visually

Move into video banking or consent-based co-browsing when face-to-face help or on-screen guidance would be more useful.

Built for financial institutions

Trust is part of the experience

SOC 2 Type II controls

Secure, time-limited file access

Configurable permissions and data masking

We have had a ton of compliments regarding the ease of use and ability to quickly assist customers.

Misti Mostiller

EVP, Chief Consumer Banking Officer

Connected capabilities

Frequently asked questions

How is authenticated messaging different from live chat?

Authenticated messaging is embedded in signed-in online or mobile banking. The account holder’s identity is established before the conversation begins, enabling account-specific support and an ongoing conversation history. Live chat begins on a public website with a visitor who has not yet authenticated.

What account-specific needs can employees help with?

Employees can help with balance questions, transaction inquiries, transfer requests, document exchange, and other account-specific needs. Available actions depend on the institution’s configuration and policies. Certain sensitive actions, such as a wire transfer, may still require additional verification or approval.

Can account holders return to the conversation later?

Yes. Authenticated messaging supports real-time and asynchronous communication. Account holders can send a message, leave, and return to the persistent conversation history. Employees can use available context to continue the relationship over time.

Can messaging include AI, audio, or visual support?

Yes. Lynq AI supports structured and generative self-service with human handoff. Employees can initiate VoIP while the authenticated account holder is online, or use video banking and consent-based co-browsing when enabled. VoIP is an in-conversation audio session; Voice is the separate phone-based calling offering.

Make digital banking more personal

See how authenticated, persistent messaging helps your employees address account-specific needs and build stronger relationships, one conversation at a time.