Frequently Used Scripts

name2

contacts.name.first, just to make sure I understand, <insert purpose>, is this correct?

webex

1. Click <a href="Tech Paste Link">here</a> for the WebEx. 2. In the webpage that loads, please fill in the blanks with your information, then click <b>"Submit"</b> 3. If this is your first time using WebEx:<UL> Click on the <b>"Install"</b> button that appears along the bottom of your browser window. Click on the <b>"Install"</b> button that appears in the <b>"Internet Explorer - Security Warning"</b> window. A confirmation window may appear, if so, click <b>"Yes"</b> to proceed.</UL>4. The Remote support window will appear once the WebEx session has connected successfully. 5. When a control request is made by the technician, the <b>"Allow Control"</b> window will appear. 6. <font color="red"><b>Please select the "Grant permission for all actions during the session without prompting again" checkbox.</b></font> 7. Finally, click <b>"Ok."</b>

other

Do you have any other questions I can answer today?

name3

Good morning, contacts.name.first.

idlec

I checked in a few times and did not receive a response or an indication that you were still with us, and due to time constraints, our chat session ended. Don't worry though, if you're still requiring assistance, please be sure to come right back in on a new chat and we'll make sure we pick up where we left off. Here's the reference number for this chat so you won't need to explain what has already been done to the next technician: $incidents.ref_no Thank you for being an $branding customer. Our apologies for the inconvenience. You may close this window at any time to end the chat session.

series

I have a series of steps for you to complete. Please let me know if you have any questions about them. Are you ready to continue?

doc

I have some steps in a document that should help with this, I will send it to you here and will stand by while you review, or I can walk you through it if you prefer, but there are some important steps in this document that I would like you to see. Click the link below to view the document in the eService Center:

mfn

I should be able to look the claim up on our end if we can get the XactAnalysis ID. Here's how you can find that on your end: 1. Go to the 'Projects' tab and find the project in the list. 2. Right click on the project and go to 'Info/Rename'. 3. In the bottom right corner, there is a 'Notes' section, scroll all the way to the bottom and it should say 'XactAnalysis ID' followed by some letters and numbers. Copy and paste those letters and numbers into this chat.

checkin

I want to make sure we get this taken care of for you. Keep me posted on your progress. I'll be sure to check on you within five minutes to see how things are going if I haven't heard from you before then.

ack

I would be happy to help, contacts.name.first!

idle1

I'd like to check in one more time before I consider this session ended. If you are ready to end this session, please close the chat window. For the sake of time constraints and quality service, I will consider our chat session as being completed if you have not begun typing within 30 seconds.

more

Is there anything more I can help you with at this time, contacts.name.first?

idle5

It's been a few minutes since I last heard from you. I want to make sure we're still connected and I didn't miss your message. If you would like me to continue to standby, just let me know!

status

Just taking a moment to check in to make sure everything is progressing. Is everything going smoothly on your end?

webexsteps

Let's go ahead and escalate, which includes remote access. Another window will open that includes a chat, and we'll want to leave that window open, but continue to communicate through this chat session so you have a transcript of everything in one place. Sometimes due to security settings, I might lose the remote connection to the computer, and if you don't see me doing anything, check with me by bringing up the chat window again. Once I've remoted in, if you'd like to regain control of your screen, simply click the mouse three times. I will give you a guide to join the WebEx session. Are you ready to continue?

free1

Let's take this in another direction. It sounds like this issue is going to be a bit tougher to resolve quickly through live chat. I would like to convert this incident to a phone incident and waive the normal associated fee. Let me know when you are ready and I will send you the incident information and phone number to continue troubleshooting by phone.

cacheie

Let's try clearing your browser cache first, to do this: 1. Open an Internet Explorer browser window. 2. Press the Ctrl+Shift+Delete keys on your keyboard. 3. Make certain the only boxes checked are "Temporary Internet Files and website files" and "Cookies and website data", and click the "Delete" button on the bottom.

keyx1

May I have your Product Key? If you are uncertain where this information is located, it can be found through the following steps: 1. Click on the help menu on the left side. 2. Then select "About Xactimate." 3. You will find the 20 digit Product Key within the "About Xactimate" window.

key28

May I have your Product Key? If you are unsure of your product key, you can locate that through the following steps: 1. Click the blue Xactimate tab in the upper left corner of Xactimate 28. 2. In the Xactimate tab, select "Help" (note: this Help is found on the left side of the screen within the Xactimate tab) then "About Xactimate." 3. You will find the 20 digit Product Key within the "About Xactimate" window.

xnax1

May I have your XactNet Address? If you are uncertain where this information is located, it can be found through the following steps: 1. Click on the help menu on the left side. 2. Then select "About Xactimate." 3. The XactNet Address will be found near the bottom of the "About Xactimate" window.

xna28

May I have your XactNet Address? If you are unsure of your address, you can locate your XactNet Address through the following steps: 1. In the blue Xactimate tab, on the upper left corner of your screen, click on the help menu. 2. Then select "About Xactimate." 3. The XactNet Address will be found near the bottom of the "About Xactimate" window.

holdtest

May I place you on hold for 3-5 minutes while I test this on my end?

hold3

May I place you on hold for about 3 - 5 minutes while I research this for you?

holdcare

May I place you on hold for about 3 - 5 minutes while I take care of this for you?

hold

May I place you on hold for about 3 - 5 minutes<INSERT PURPOSE>

holdinv

May I put you on hold for 3-5 minutes while I investigate the issue for you?

close

Thank you for using $branding Technical Support. Please contact us again for further assistance. Thank you for your business, we appreciate you as a customer! $feedback $Marketing You may close this window at any time to end the chat session.

thank

Thanks for holding, contacts.name.first. I appreciate your patience.

holdc

Thanks for holding, we're still taking a look on our end and it'll take just a little bit longer. I'm anticipating that I should be back in another 3-5 minutes.

sdoc

There's a document in our Answer Center I'd like you to look at that goes over this issue. Click the link below to view it. As always, let me know if you run into any trouble or have any questions and I'll be happy to help!

free2

To receive free phone support on this issue, please call our support line (800-710-9228) for further assistance. Your reference number for this chat is: $incidents.ref_no Provide the Support Technician with your name and the reference number to this Live Chat interaction and they will create a free phone incident for you. Our phone support is available Monday through Friday, 6:00 am - 6:00 pm Mountain Time.

xsupport

Using the XactSupport utility that came with Xactimate should help us get this fixed. Follow these instructions to access it from your Xactimate program files and I'll help you get logged in: 1. Right-click on the Xactimate 28 or X1 icon on your desktop and select "Open File Location". 2. In the window that appears, locate a file named XactSupport or XactSupport.exe, right click on that file and select "Run As Administrator". 3. Enter my name in the "Technician's Name" field and "1" in the "Level" field, then lastly, what is the eight digit security query phrase listed?