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Proto Guide

National Bank of Rwanda compliance guide

The National Bank of Rwanda is pleased to deploy the Proto customer complaints handling chatbot system. The chatbot will include customers in their local languages and preferred messaging channels.
Gérard Nsabimana
Director of Market Conduct Supervision, National Bank of Rwanda

Getting started

In order to comply with the National Bank of Rwanda’s (NBR) financial service consumer protection system, the financial operators of Rwanda have multiple options available for receiving and resolving complaints.

This guide will explain how to create an observer account on the Proto platform (if your institution does not yet have one), and the options to comply with the National Bank of Rwanda.

Creating an observer account

An observer is the most basic user account in Proto.

As an observer, your institution will be able to perform the respondent role for replying to consumer complaints that are lodged against your institution. Note that other observers will not be able to see your assigned complaints.

You will have received an invitation email. Click on the link to go to the sign-up page and login.

Complying with NBR's chatbot

Operators with existing chatbots and complaints management systems can integrate with NBR’s chatbot dialogue in order to collect complaints through their current chatbot.

Operators with no chatbot will be hosting the NBR chatbot on their websites. These operators can choose to customize the NBR chatbot branding color.

To start the compliance process, click the yellow button on the right-hand side of this page. The chatbot will collect your institution's information and send an email with integration data within 24 hours. Once you have done that and received the email from us, find the option that fits your current situation below to keep reading.

1. Operators with chatbots and complaints systems

In order to integrate your institution's chatbot and complaints management solution with NBR, your institution will need to use Proto’s API to sync all complaints. Please follow these instructions and use the corresponding ID shared with you via email.

Once this is done, all complaints received by your chatbot will be synced with NBR. No additional action is required.

2. Operators without chatbots that have a complaints systems

In this case, your institution is required to host NBR's chatbot on its website, and integrate your institution's complaints management solution with NBR.

In order to host the chatbot, add the snippet sent to you via email before the </body> tag of your institution's website.

In order to integrate your institution's complaints management system with NBR, your institution will need to use Proto’s API to sync all complaints. Please follow these instructions and use the corresponding ID shared with you via email.

3. Operators without chatbots nor complaints management systems

In this case, your institution is required to host NBR’s chatbot on its website. Paste the following code (enclosed in <script></script>) before the </body> tag of your institution's website.


window.ProtoSettings = {
	gwId: "FILL THE FORM AND INSERT ID RECEIVED VIA EMAIL",
	env: '',
	onLoad: function() { Proto.show(); }
};

var d=document,s=d.createElement("script");
s.type="text/javascript",s.async=true,s.src="https://app.proto.cx/webchat/client.js";
var t=d.getElementsByTagName("script")[0];
t.parentNode.insertBefore(s,t);
s.addEventListener("load", function() {
	var p = window.ProtoSettings; Proto.init(p, p.onLoad);
});


To customize the NBR chatbot branding color, please fill out the form mentioned above and we’ll email you with a customized snippet that should be added before the </body> tag of your institution's website.

Banks

The INTUMWA complaints chatbot is deployed across the websites of Rwanda’s banks for maximum exposure to consumers in need of protection. These banks can choose to upgrade the chatbot with additional capabilities for general customer support, payments, and account management.

Insurance

The INTUMWA complaints chatbot is deployed across the websites of Rwanda’s insurance providers for maximum exposure to consumers in need of protection. These insurance providers can choose to upgrade the chatbot with additional capabilities for general customer support, claims, and coverage applications.

Observer Guide

Learn more about the observer role in the Proto platform

Read guide