Every conversation builds on the last.

Give your team the history and details to make each interaction more personal. Preserve relationship context so account holders can continue the conversation without starting over.

Customer context at a glance

The details behind a stronger relationship.

Available information depends on your institution’s configuration and employee permissions.

Conversation history

Revisit past exchanges to understand what has already been discussed.

Account-holder details

Keep relevant information in view to support more personal conversations.

Relationship assignments

See the employees and teams supporting each account holder.

Notes and reminders

Capture important details and keep follow-up needs in sight.

Files and documents

Refer back to documents shared during the conversation.

Outreach activity

Review campaign activity for context on previous outreach.

How customer context works

Pick up with understanding.

Lynq® brings relationship history and supporting details into the employee experience, helping your team prepare, respond, and follow through.

1. Review previous conversations before responding
2. Refer to relevant details, notes, and shared files
3. Understand who supports the relationship
4. Record what matters and set reminders for follow-up

Designed for better service

Less repetition. More personal support.

For account holders

Continue the conversation, not the explanation.

Give employees the background to build on earlier discussions and reduce the need for account holders to repeat themselves.

For employees

Start with the background that matters.

Review the conversation history and relationship details to understand the request before moving it forward.

For managers

Support continuity across your team.

Help authorized employees draw on the same relationship history, whether service is dedicated, team-based, or pooled.

Connected support

Put relationship context to work.

Authenticated messaging

Maintain persistent conversations within digital banking, with history that supports the relationship over time.

Relationship models

Support continuity across dedicated employees, teams, pooled service, or a combination of approaches.

Proactive outreach

Use previous conversations and outreach activity to inform a more relevant follow-up.

Built for financial institutions

Trust is part of the experience

Role-based access

Manage employee access through configured roles and permissions.

Configured information

Shape the account-holder information available to your team around your institution’s setup.

Sensitive-content controls

Support careful handling of sensitive message content with manual and configured masking.

Connected capabilities

Frequently asked questions

What is customer context?
Customer context is the history and supporting information that helps employees understand an account-holder relationship. It can include conversations, account-holder details, assigned employees, notes, reminders, files, and outreach activity.

How is it different from authenticated messaging?
Authenticated messaging provides the persistent conversation within digital banking. Customer context helps employees use that history, alongside other relationship details, to provide informed and continuous support.

Does customer context require a dedicated employee?
No. It can support dedicated, team, pooled, and hybrid relationship models. Employee access depends on the institution’s configuration and permissions.

What information can employees see?
Available information depends on your institution’s configuration and employee permissions. Context can include relationship details, conversation history, notes, reminders, classifications, feedback, files, and campaign activity.

Make the next conversation more personal.

See how customer context helps your team build on what came before and keep relationships moving forward.