Sending a Secure Message—Beta

Attention: The ability to send a secure message is a feature only available to beta users at this time. 

Starting a Secure Conversation

You can start a secure conversation while messaging a customer. Secure messages add security to your conversations by verifying the customer is the one sending and receiving the messages. This tool can be useful in cases where you are sending or receiving sensitive information like social security numbers, ID numbers, etc. 

Secure messages are different from common text messages (SMS and MMS) because they are encrypted. To securely encrypt the messages, the secure conversation will happen in the customer's internet browser instead of their text messaging app. Common text messages are generally safe, but have limitations to their security and privacy. If confidentiality is critical for your communication, it is best to encrypt your conversation using a secure message.

To send a secure chat:

  1. Go to Inbox.
  2. Create a new message or choose an existing message. 
  3. When you start entering the text of your message, a Secure Chat notification will appear above the message field. 
  4. Click Start secure chatScreen_Shot_2020-01-16_at_1.17.11_PM.png
  5. Click OK to start the secure chat.  Screen_Shot_2020-01-16_at_1.16.32_PM.png

Once you send your message in the secure conversation, the customer will receive a text message with a link to join the secure conversation. The link will open a login page in their internet browser where they will enter their phone number, allowing them to receive a one-time passcode via text. 


Once the customer enters the one-time passcode, they can join the secure conversation. The secure conversation will stay active for one hour after the last message was sent. Once the hour has passed, the customer will be automatically logged out and will need to log in again with another one-time passcode to reactivate the secure conversation. 

What Makes These Conversations Secure?

Your secure messages will be encrypted in transit through TLS 1.2, and at rest with AES 256 bit encryption.