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Customer email with the controls your regulator expects

In financial services, a reply can waive a charge, confirm a balance or make a promise. SupaDesk makes sure the ones that matter are checked before they leave - and that you can prove it.

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  • Maker-checker on replies
  • Complaint timelines
  • Signed audit trail

How do banks, NBFCs and fintechs use SupaDesk?

Financial services teams use communication policies to require approval on replies that mention waivers, refunds, settlements or account details, and on everything new agents write. Complaints get their own category, SLA calendar and escalation steps. Every draft, approval decision and sent message is recorded, internal notes are stored separately so they can never be sent, and each customer's workspace runs in its own isolated database.

  • Approval rules on keywords, attachments, VIPs and agent tenure.
  • Two-step approval chains: operations, then compliance.
  • Complaints category with its own deadlines and escalation.
  • Approver, time, IP and browser recorded on every decision.
  • Step-up authenticator codes for irreversible actions.
  • Each workspace in its own database schema.
Typical set-up

How lenders and insurers set it up

The rules financial services desks most often start with.

Money language

Any reply mentioning waiver, foreclosure, settlement or refund goes to a team lead.

New-agent period

Every reply in an agent's first 30 days is approved, whatever it says.

Grievances

A complaints category, resolution target in business days, escalation to the nodal officer.

Documents out

Replies with attachments - statements, letters - always approved.

Hard stops

A Block rule for phrases that must never be sent to a customer, whatever the approval.

Case export

The full customer conversation as a PDF when a case goes to the ombudsman.

Read next

Lending: Every Customer Email Approved

How a lender put maker-checker on customer email without slowing the desk down.

Compliant Customer Communication

Approval trails for regulated replies - who wrote it, who signed it, what was sent.

Complaints & Escalations

A traceable complaint process with escalation, deadlines and a record of every reply.

Reply Approval

Maker-checker for customer email: the rules decide which replies need a second pair of eyes.

Security

How SupaDesk isolates, encrypts and guards your customers' conversations.

Roles, Permissions & SSO

Granular roles, ticket visibility by department, Google and Microsoft sign-in, MFA.
Frequently asked

Questions people ask before they start

It is designed to be. Each decision records who approved which exact version, when, and from which IP address and browser, and the sent message records which approved version left.

Ask us about hosting for your workspace. Enterprise contracts can commit to a hosting location in writing.

Our current certification status is stated plainly on the security page. We would rather you read the controls than rely on a badge we have not yet earned.

Put a second signature on the replies that matter.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

Start free trial Book a 30-minute demo

Questions first? Email sales@supadesk.in or call +91 8585953085.