Start a Conversation with Us

GOLD Digital Banking is taking your banking experience with us to the next level by delivering a top-notch, personalized, secure messaging feature that you can use to engage with our friendly support staff. 

It works very similarly to text messaging by using chat bubbles and chat boxes. You'll be able to access it across mobile and desktop to chat with our staff about your accounts, transactions, and other activities. You can ask us account-related questions and attach account-related information and photos to help us better serve you.

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A Secure and Personal Digital Banking Tool

The Conversations tool is a unique, secure chat function that allows you to initiate a conversation with our support team through your desktop, laptop, iPad, or mobile device.

This feature is the ultimate convenience as you can utilize it to contact us at any time without ever having to make a special trip to the branch or call us over the phone. When you send us a chat, our support staff will reply within 1 hour during normal business hours. They are available to discuss your bank accounts and answer your questions—whether it's about an upcoming payment or a transaction you don't recognize—in a timely manner. The tool is equipped with digital functionalities that allow you to attach account-related photos and documents for us to refer to while problem solving and discovering solutions.

Traveling out of state or out of the country? Conversations is the perfect way to let us know about your upcoming travel plans so that any transactions or purchases you may make while away are legitimate and don't suspect fraudulent activity. 

With the Conversations tool, you'll enjoy a secure digital service experience with a touch of personalization that's equivalent to the quality service you'd receive in our branches or over the phone. 

How to Start a Conversation

There are several different ways to initiate a Conversation to chat with us. Simply choose a starting point from one of the following locations:

Your Dashboard
Click the "Messages" icon on your main dashboard. Or, scroll until you reach the "Messages" section further down your screen and click on the "+" message icon or ellipsis to start your conversation.

Messages Screen
Click the hamburger menu in the top left of your screen, select "Messages," and click the "+" icon in the top right of your screen.

Support Screen
Click the hamburger menu in the top left of your screen, select "Support," and then click "Start a conversation."

Then, type your message and click the send arrow. Our support staff will view your question and respond back to you within one hour during our normal business hours (Monday-Friday, 8:30 AM-5:00 PM).

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Conversations Capabilities

Conversations gives you the ability to ask questions that are related specifically to certain accounts or transactions. Here's what you've got to do strike up the conversation in one of those instances: 

Ask a Question about an Account
To start a conversation about a specific account (Savings, Checking, Loan, etc.), click on that account and select "Ask us about this account" at the bottom of the menu. Then, on the screen that pops up, click "Start a new conversation." The account in question will automatically attach itself to your chat to begin the conversation.

Ask a Question about a Transaction
To start a conversation about a transaction in one of your accounts, click on the account, followed by the specific transaction. Select "Ask us about this transaction" and then click "Start a new conversation." The transaction will automatically attach itself to your chat to start the conversation. 
 

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Adding Attachments

Need to give us more details while chatting with us? You can do so by adding visuals to your question to show us exactly what you're referring to by attaching account-related photos and documents. 

Attach a Photo
To attach a photo to your conversation, click the "+" icon to the left of "Type a message." Then select "Photos." You will have the option to select a photo from your recent photos or by taking a new photo. Once you choose the photo you need, it will attach itself to the conversation. 

Attach a File
To attach a document to your conversation, follow the same exact steps mentioned above, except this time select "Files." Select the file you need on your device by clicking the "Recents" folder or "Browse" to locate the document you need to send to us. Once you select the file you need, it will attach itself to the conversation. 

Attach Transactions, Accounts, and Payments
You can also attach transactions, accounts, and payments to your conversation by following the same steps mentioned previously. This time, though, you'll select one of the applicable icons (Transactions, Accounts, or Payments) and choose one of the detailed items that appears from the listing. 

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Managing Conversations

So, you've had a few conversations, now what should you do with them? Well, you can decide whether or not you'd like to keep them or delete them. We'll leave that part up to you.

You can go back and view your messages at any time by selecting the hamburger menu in the top right of your screen and clicking "Messages." All of the conversations you've had up to that point will be stored there and you can select any particular conversation to view the details as needed. 

If you'd like to keep your messages more tidy and organized, there are a couple of ways you can delete your conversations. The first is by sliding the conversation to the left until the word, "Delete," is revealed. The second way to delete a conversation is by selecting the "Trash" icon in the conversation detail. 

Conversations Questions?

We're here to help if you need us to walk you through how to use the Conversations feature over the phone. Give us a call at 484-223-4252

See all of GOLD's digital banking capabilities.

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