Chat Basics
You just got routed a chat in SFDC! What's the FIRST thing you should do?
Immediately greet the client by their preferred name. TFR goal <1
Ex: "Hello Sam"
A chatter asked for a Zoom call. What status do you change to in OMNI?
Correct this sentence:
"I'm glad I was able to answer all of your Time Off questions. I will now transfer you to a Platform Specialist so they can assist you with your remaining questions. Please hold on for one moment."
How long does a client have to be inactive before asking if you are still connected with them?
2-3 minutes
A chatter is asking you to make the policy edits. How do you handle this?
Reset expectations.
Example: "Support does not have the capabilities to action changes on your account. What I can do is walk you through this live. Are you free to join a Zoom now?"
True or False: It's a best practice to provide the client with an exact timeframe you will be investigating for.
TRUE! Provide the client with an exact timeframe you will be investigating for, then set a timer for that amount to hold yourself to it.
What best practice rule ("When in Doubt...") applies when a chat reaches 15-20 minutes and the admin is confused or the issue is complex?
"When in Doubt, Zoom it Out" — hop on a Zoom call because showing is faster than telling.
Under what two circumstances are chat transfers explicitly prohibited?
1) The chat as already been transferred twice before
2) The timer has exceeded 20 minutes
What action is required if a client remains completely unresponsive for 5+ minutes during a chat?
Send inactive macro with case #, follow up timeline. End chat > Customer Inactive. And send a follow up email recapping the chat and including action steps.
A chatter asks, "Should I make a paid or unpaid policy for this situation?"
What do you do?
Check if they are PEO/EOR/HR.
Ask the client their use case for the policy.
Explain that while Support cannot advise on any compliance matters or what they should do, we can provide instructions to build a policy that meets their goals.
Oh no! I'm not a fast typer. What can help me? (3 items)
1) Text shortcuts
2) Copy & pasting chat macros
3) Getting steps from decagon/AI
You have joined a Zoom call with a chatter. What are your next steps?
End chat > Additional work needed to stop the chat timer, and record Zoom notes on the case in an internal comment.
What is the critical requirement for a "Warm Transfer" compared to a "Cold Transfer"?
A warm transfer requires informing the client first, as well as leaving a private summary note for the next agent/queue detailing the issue, summary of what as already been addressed, what the explicate ask is of the next team.
What information must always be included when converting a chat into an email case? (3 items)
1) How to view their transcript
2) The case number
3) the follow up timeline in MM/DD
The Decagon chatbot gave incorrect instructions. Do you:
A) Acknowledge the incorrect answer and provide correct steps.
B) Edit the Decagon response.
C) Apologize for the incorrect response and send a HCA on it.
A) Acknowledge the incorrect answer and provide correct steps.
Example: "I see that the information provided by our chatbot is not completely accurate. I will work with the content team to fix the underlying issue and ensure that information shared going forward is correct. Here is the correct information…"
What is the 5-5-10 rule and why is it important?
First 5 mins - greet the client and gather info
Second 5 mins - proxy & research
Last 10 mins - Explanation to client, closing
This framework provides guidance on what to do when and a great client interactions with a complete resolution. It is not a one-size-fits-all.
If you are handling double chats and one client requires an immediate Zoom call, how must you manage this situation?
Go on Zoom status and...
1) Ask a teammate to take a transfer of the first chat.
or
2) Convert the first chat into an email case to follow up later.
Best practice: do not transfer the client needing the Zoom call.
You just received a chat transfer. The timer is already over 20 mins. What are your next steps?
1. Greet the client and quicky review the transcript
2. Read any transfer notes
3. Confirm the client's goals
4. Immediately offer a Zoom call or convert the chat to an email case with a follow-up MM/DD.
To save yourself time, what can you do when a client is inactive for 3+ minutes?
Start drafting the follow up email in a GDoc. Paste steps and explanations you have already sent in the chat and reformatting as needed and as not to repeat yourself exactly.
How you do proxy a chat?
The proxy button on the case tab.
The admin in chat said, "I have an employee that cannot request time off due to a negative balance. Why do they have a negative balance?"
What is your next course of action? (Hint: looking for a 3 step chain of events)
Ask the chatter for the employee's name > proxy > Look at the EEs balance history
How do you swarm a chat?
You cannot swarm chats. You can jump into an active OH, ask in the chatters Slack channel or convert it into a case and swarm the case.
When initiating a chat transfer, should you transfer directly to an individual agent (IC) or a team queue?
Always transfer to the appropriate team queue, never directly to an individual contributor (IC).
If you need someone to cover a chat due to the second chat asking for a Zoom, you can transfer directly to a teammate who consented to help you.
You reach the 20 minute mark on a chat and still don't have a complete answer. You tell the client you will follow up by email and close the chat using
End chat > Issue resolved.
What will the client receive immediately?
A survey! This is not good and will likely result in a DSAT since the client got a message indicating their issue is resolved (when it's not) and are likely to assume you will not follow up with them anymore.
How do you make a transfer comment when sending a chat to another team?
As an internal comment on the case tab.