Secure Messages

Secure Messages is a method for authorised users to request services from Capital International Bank (“CIB”) on behalf of you or your client. The service allows certain VELTA users to request actions to be carried out by CIB, and for CIB to request actions or information from you. Using this service removes the risks associated with emailing and only designated users can correspond with CIB.  

In this article you’ll learn:

1. How to access Secure Messages
2. What request types can you send?
3. How to create a new request
4. Who can access Secure Messages?
5. Why can’t I see Secure Messages?

How to access Secure Messages

To access Secure Messages, a Mandate Administrator needs to grant you Correspondence Authority permissions as part of the client's mandate.

Please note, any individual issued with correspondence authority is able to access all message types without restriction on behalf of the client. It is not possible to restrict access by request type.

To manage the client's mandate:

1. Navigate to the Mandates page within the Admin Menu.
2. Select the User Permissions tab.
3. Select the user who is being granted correspondence authority.
4. Turn the correspondence authority toggle on and save the changes.

What request types can you send?

When creating a new request you will be asked to select a request type and a request subject to help our team deal with your query as quickly as possible.  The case types currently available include payments, FX queries, account opening, account closing and mandates.

How to create a new request

A request allows you or an authorised user to request services from the CIB team. Requests range from help with an issue to recalling a payment.

To create a new request you need to:

1. Navigate to Secure Messages - which can be found in your main navigation menu.
2. Press the Gold new request button.
3. Select the request type and client.
4. Fill in the request details and send the request.

A new request message will be created within Secure Messages. A member of our team will reply to you within Secure Messages with an answer to your request. To reply to a request:

1. Select a message.
2. Click the reply button.
3. Type your message and attach any documents by clicking attach doc.
4. Finally, click send to send your message.

You will not receive any communication from our team about your client other than through Secure Messages. If you get an email that looks like a message from our team, you should treat it as suspicious.

How to manage Notification Settings

Users with correspondence authority will receive email notifications upon creation of a new case or message. User preferences can be managed via the notifications settings page.

1. Navigate to Notifications Settings - which can be found in the Admin section of the main navigation.
2. Select Support Case.
3. Then toggle the notifications you would like to select.
4. Finally, click saves changes.

Who can access Secure Messages?

Anyone who has correspondence authority on the selected client.

Why can’t I see Secure Messages?

You will not be able to see Secure Messages on your client because you do not have correspondence authority on a client. To receive correspondence authority for a client your will need to ask your mandate admin.