Messages


Chat with us.

The Messages feature in online and mobile banking allows you to send a message directly to our American National Customer Support Team. It's quick, easy, and secure within online banking and our mobile app.

With Messages, you can get answers to questions regarding: 

  • Transactions
  • Statements
  • Product how-to's and more!



How to Start a Conversation
From Dashboard:
Click Message to initiate a conversation

From Message Screen
Mobile
  1. Click + in the upper right hand corner
  2. Click the arrow to submit your message and initiate the conversation.

Online
  1.  Click Start a Conversation 
  2.  Click Send to submit your message and initiate the conversation.
Questions about your accounts
  • Clicking  Ask us about this account presents you with options for account inquiries:
    • Click Start a new conversation to send a message with pre-loaded account information.
    • Add to a conversation prompts you to select an existing conversation to send account information to.
Questions about transactions
  • For an individual transaction, clicking Ask us about this transaction presents you with options for transaction inquiries:
    • Click Start a new conversation to send a message with pre-loaded transaction information.
    • Add to a conversation prompts you to select an existing conversation to send transaction information to.
Questions about Payments
  • For an individual payment, clicking Ask us about this payment presents you with options for payment inquiries.
    • Click Start a new conversation to send a message with pre-loaded payment information.
    • Add to a conversation prompts you to select an existing conversation to send payment information to.
Adding Attachments
  • Clicking + allows you to attach files, accounts, transactions, and payments to your message.
  • Selecting files opens the file browser, allowing you to upload files from your device.
  • Selecting accountstransactions, or payments prompts you to select one or multiple from the chosen category.
Notifications
  • Once you receive a response in your conversation, you will be notified via push notification and email.
  • A notification icon appears on the Messages tab, signifying the number of unread messages.
 

Check out Messages FAQs below. 

If you have not viewed the message from us within 10 minutes, you will be sent an email alerting you of a new message from us.

Note: If a particular conversation is open in another browser tab, messages for that conversation are considered read, even if the browser isn’t focused on that tab. We don’t currently support read receipts.

A notification icon also appears on the Messages tab, signifying the number of unread messages.

Yes, support messages sent between you and our Support Team are secure and encrypted. 

Security Tip: Before sending private or sensitive communication over any Internet-based application, double check that the web address  begins with https. If this is the case, you can rest assured the site is encrypted and authenticated. If the address begins with http rather than https, the site is not encrypted, and therefore not secure.





No, they don’t expire at this time.





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