Netwealth provides an online live messaging to help you get real-time support for any questions or issues regarding the Netwealth platform. This guide will walk you through how to make the most of this tool, the key features available, and how it benefits you as a financial adviser working with your clients.
This article is intended for use by Adviser Representatives only and is provided for adviser operational purposes. It is not designed for, and must not be relied on by, clients. Clients should not act on the information in this article and should contact their Adviser Representative or Netwealth at contact@netwealth.com.au for information relevant to their circumstances.
*All information provided are from a testing account and are to be used as a guide only.
What are the functions of Messaging?
- Instant communication: Messaging provides immediate access to the Netwealth team without the need for phone calls or emails, offering faster resolution for client enquires.
- Real-time page assistance: The agent can see the pages you're navigating within the platform, which helps them guide you more effectively when walking you through complex steps.
- Image sharing: You can upload and share PNG files directly through messaging, making it easy to send relevant screenshot snips or receive files from Netwealth.
- Business hours: The messaging service is available from 8:30 am to 5:00 pm AEST, giving you ample time to engage with support throughout your workday.
- The ability to start multiple conversations and access previous conversations.
- The ability to send after hour messages which will be handled the following business day.
- Access to Netwealth's AI Agent to provide instant answers or be handed over to a human agent.
How do I access Messaging?
- Log into your Netwealth account: The messaging function is integrated into your Netwealth platform, so there's no need to navigate elsewhere.
- Look for the messaging icon: You'll find the messaging option easily visible in the top right hand corner of the main menu bar.
- To start a new message, the adviser can click the messaging icon and select 'New Conversation', or open a previous conversation to continue where they left off.
- You will be met by a welcome message. Please select a topic from the drop-down menu provided. You will then interact with Nova, Netwealth's AI Agent, and if that is not successful you will then be placed into the queue to be connected to a human agent.
Ending a Messaging conversation
If you wish to end a Messaging conversation, you can do so at any time by clicking the 'X' icon in the top right hand corner of the Messaging widget. Once selected, you'll be prompted to confirm whether you want to end the conversation.
You can provide feedback for Netwealth's AI Agent or human agents at the end of the messaging conversation. Click the 'Rate your experience' button and complete the short feedback page.
Downloading a conversation
You can now download a transcript of your conversation. To do this, select the three vertical dots in the top right hand corner of the Messaging widget. You will be presented with the option to 'Download transcript', which will be saved automatically to your 'Downloads folder'.
What is Nova?
Nova is Netwealth's new AI Messaging Agent, available 24/7. Nova uses content from the Knowledge Centre to answers questions, sourcing multiple articles to provide accurate context. Nova cannot access client accounts, view transactions, or see the status of cases. Nova operates within Netwealth's existing Messaging software, and all conversations are recorded and quality checked in line with standard Messaging interactions. If Nova is unable to answer your question, you will be transferred to the next available Messaging agent.
Helpful tips:
- If we receive no response within 4 minutes, the agent will keep the ticket open for the rest of the business day. You can continue the same conversation at any time.
- Reopening a previous conversation may not guarantee interaction with the same agent, as agent availability may change.
- Messages sent after business hours will be responded to via email on the next business day.
- You can open multiple conversations at the same time. This can be beneficial if you have several queries about different clients accounts and/or topics.
- Netwealth's AI Agent is available after hours. You can interact with the AI Agent and if your question cannot be answered you can leave an after hours message that will be responded to the next business day.
- Sharing images: Simply drag and drop any PNG files you wish to share into the messaging window.
- If you are on a conversation for over 30 minutes, the browser may refresh and you may be logged out of the Netwealth platform. To ensure this does not happen, please move to a different Netwealth page for your session to continue.
- To view previous messages you will need to click on the back arrow on the top left hand side of the messaging window.
- If you want to close the messaging window, please click on the messaging icon you used to open the window.