Chat
What are chat conversations Dos and Dont's?
DO *Try to give a navigation advice *Use everyday words and language *Keep yourself in the online status unless leaving for break lunch, or end of shift DON'T *Use emojis or hashtags *Copy or paste URLS *GO in away status to manage incoming conversations Use technical or internal jargon
How will you identify which chat conversation you are working on?
Each chat conversation will be assigned a color and a icon
What does it mean if the AUI panel shows as an unavailable and verification Panel is blank?
Its a non customer, and we can only answer general questions, nothing account specific
What are the rich or Deep links ? When should you use them?
Links that can we provide to the customer as the solution to their need/request, or take them directly to a place in their user experience. Use rich or deep links whenever possible
If a chat has been transferred more than two times in a single interaction, what do you do?
Request a manager takeover the chat. The manager will service the chat to completion
What should you do with inactive conversations before leaving for the day, lunch or break?
Return conversations back to the queue
How does the system notify you of an open/overdue or urgent conversation?
These conversations are marked by a red bell
What does the green icon above the message window indicate?
This is the first time the customer is using messaging
What are the guidelines for editing predefined content and guided responses?
You can predefined content to be conversational and more relevant to the customer's needs
Which queues require you to announce a transfer to the customer?
You need to advise a customer you're transferring to Fraud and Advocacy
What should you do if a customer mention a transaction they don't recognize
*Determine if the customer is claiming the transaction is fraudulent (customer not aware of the transaction) or not fraudulent (aware of the transaction). *If the customer is claiming Fraud, document the transaction details and transfer to Fraud *If the transaction is non- fraud, create a transaction
What are some Key differences between chat and messaging?
*Messaging allows more time than a chat conversation *The customer can response when is convenient for them *Specialist can take the time to deliver the best solution. This gives more time back to the customer and more capacity to our specialists
What should you do if a non customer ask account-specific information?
*Offer 2 options 1-ASk the customer to sign in to their Apple ID and message us again then close the conversation 2-Direct them to call our contact center and provide the phone number
What information can you access using the Agent UI widget in Live Person?
*Payment Center *Rewards Center *Card Management *Customer profile
Describe the use for each widget: Summary Support LInks Appian, Agent UI
*Summary: Support Links Appian, Agent UI *Support Links: Used to send the customer direct deep links *Appian: Used to see previous conversations and leave interactions notes *Agent UI: Used to manage or service the customers account
What 2 things should you look for prior responding to a customer's initials message?
*The intent captured by the NLP bot *The initial message from the customer
What does it mean when the customer ID shows as: AUTH_NOT_FOUND, AUTH_NOT_REQUIRED, NOT FOUND?
*The person messaging is either a non customer (Whit general inquiries), or a customer not signed into their Apple ID and we can only answer/share general information. If they start to ask account specific questions we should ask the customer to sign into their Apple ID and ask them to message again before closing the conversation.
What should you do when a customer request to chat with a manager?
Alert manager by raising your hand or typing in Symphony chat
What systems will you use to access to previous conversations?
Appian
What should you check before hitting "send"?
Correct Spacing, grammar, Punctuation, Any prefilled information you missed, customized to customers needs
