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Proto Guide

Observer Guide

Creating an observer account

An observer is the most basic user account in Proto. It has limited access within a company's premium account. In the case of regulators, their supervised institutions are invited to be observers within their account.

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

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

Adding internal notes

An internal note is a private note that can only be viewed by users. These can provide additional context for complex and unresolved cases. Consumers will not be able to view internal notes.

To add an internal note, select a case and then click Internal note from the menu in the text box. Enter your note in the textbox, and then click the send icon to post.

Sending public replies

A public reply is a message sent by you to the consumer. This reply can be viewed by the premium account owner (e.g. the regulator).

To send a public reply, select public reply from the menu in the textbox.

Choose the recipient(s) of the public reply. Enter your message and then click the send icon to post. The recipient(s) will receive an email with the public reply.

Any responses from the recipient(s) will be posted for your viewing.

FAQ

How will I know if a new case has been lodged against my institution?

When a case has been created by a consumer, it will be visible within Track. An email will also be sent with the details of the case to the respondent contacts at your institution.

Does my regulator have access to the cases received by my institution?

Yes. The regulator has oversight of all cases and ongoing communication between consumers and your institution.

How long does my institution have to respond to a case?

This timeframe is determined by your regulator. Please contact your regulator if you are unsure of the policy. Track will display the time limit set by your regulator.

Can my institution generate reports with this system?

Yes. Dynamic reports can be viewed and exported in various formats from Analytics.

Will my institution have other compliance requirements?

This will be determined by your regulator. Please contact your regulator if you are unsure of the policy.

What if my institution does not respond to a case within the time limit?

If a case has not received a reply within the time limit, Track will mark the case as overdue and send a reminder email to the designated contacts in your institution. The regulator will see all overdue cases and may take additional actions.

Is the data collected by the cloud-based chatbot secure?

Yes. Proto conducts security assessments and penetration testing for regulator deployments and SOC certification.

Is there a limit to the number of users that can be added to my institution's account?

There is no limit to the number of users that can be added.

Can my institution provide explanations for unresolved cases?

Yes. Track allows you add internal notes to help your regulator understand the context of an unresolved case.

Does the system create an audit trail?

Yes. The system will log any updates or changes that are made to a case.

What happens if a case involves 2+ institutions?

Consumers are required to create individual cases per institution.

How are consumers that cannot read nor write included?

Proto supports voice messaging.

Does the observer account come with a cost to my institution?

No. Access to the observer account does not come with a cost.

Can my institution use Proto for more than just case handling?

Yes. Please see the pricing for features, comparisons, and ROI to understand how Proto can help automate your institution's multilingual customer experience.

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