Agent Interaction
A bot starts the conversation with a user. After a brief chat, the conversation is transferred to a live agent.
What are the first four steps the agent should take after receiving the chat?
What is:
When should this customer response (CR) be used?
Thank you for your patience while I researched this issue. There does seem to be some suspicious activity on your account that suggests there was a compromise. To regain access to your account, I will need to verify the owner of this account.
What is:
After completing the investigation steps and confirming that the account has been compromised.
When should you ask the user for additional time to complete the investigation?
What is :
Use this when you need additional time to complete a process that will take longer than the required 3-minute response time.
When should you use the End Case Status: Customer Abandoned Chat?
What is:
Never. Agents are not allowed to mark a case as DONE - CUSTOMER ABANDONED CHAT.
If a customer abandons the chat, agents should follow the Abandoned Chat Protocol and pause the chat. If the user does not respond, the chat will automatically close by the BOT, and the case status will update to DONE - NO RESPONSE.
When should case notes be added to a case?
Are agents allowed to add case notes after the case closure date?
What is:
Case notes should be entered on every case where the agent takes an action, including greeting the user. Case notes are an essential part of proper case handling procedures and must be completed for all interactions.
How should the agent restate the following user issue?
User: "I want to change the email address linked to my account, but I can't log in because I don't remember my password and I have a new phone."
What is:
"Just to confirm, you want to update the email address on your account, but you can't because you forgot your password and have a new phone. Is that correct?"
When should you utilize this common response?
We understand you’d like more details. While we cannot share specific internal system details, common examples of activity that could trigger an account removal related to inauthentic identity include creating a fake profile, impersonating a celebrity or public figure, or posing as a business or organization without authorization to do so.
What is:
Use this response when a user is asking why their account was disabled and wants more information than what has already been provided.
Why use this response?
Transparency responses are designed to address user questions about account disablement in a clear and consistent way. These responses are organized by the user's stage in the conversation and the type of policy violation involved, helping agents provide the appropriate message for each situation.
How many times can you request additional time from the user, and how many total minutes does this allow?
What is:
Answer: 3 times — up to 15 minutes total.
Why? Agents may request up to 5 additional minutes, a maximum of 3 times per chat. The total additional time requested cannot exceed 15 minutes.
A user starts a chat requesting assistance for an account that is not the affected account. What is the correct way to close the case?
What is:
Support Not Allowed
What must be included in case notes for all PERSONAL accounts when there is no prior submission found in the UFAC investigation tool and the user has passed both LIVELINESS and OWNERSHIP verification?
What is :
PIP's reviewed
Why:
Agents must document the PIPS reviewed that confirmed the user could regain access to their account.
For personal accounts with no prior selfie submission, PIPS must be present on the account to meet the required authentication standards.
How many days must an email address be associated with an account before it can be used for contact point verification?
What is :
At least 90 days
What CR is missing from this scenario?
Hello, Crystal. Thank you for contacting Meta support. I am Michael Jones. For your reference, your case ID is 1234567891987. To get started, please tell me a bit more about what you’re experiencing.
Thank you for your patience while I researched this issue. To regain access to your account, I will need to verify the owner of this account.
Scan this QR code with your phone camera to start the selfie verification process. Please follow the instructions provided in the app. Let me know when you have completed this process
What Is :
Selfie verification
Selfie video (SRT / Authviz) -
The quickest and most secure way to confirm ownership of this account is through the Facebook/Instagram app. You do not need to log in to complete this process. Do you have the app installed on your phone?
When can you convert the case to email for IDV (Identity Verification) submissions?
What Is:
If the user confirms they completed the IDV submission, but no IDV results are available:
What to do:
If the IDV submission is not visible after the user confirms completion, send the appropriate CR requesting the user’s email address. Then, convert the case to email and mark it as Pending Response.
I made the instructions shorter and easier to follow while keeping the required actions unchanged.
I am not comfortable sharing my face, as I believe it is a privacy concern and I do not see a reason to provide a video. Is there another way you can verify my identity, such as through my email address?
If there is no alternative verification method, I may need to delete my account. I do not believe I should have to compromise my privacy to regain access to my personal account.
What is:
Denied for Non Compliance
What if :
An agent handles an Epsilon case that ends as a Done - No Response Chat. The Bot uses the Compromise Classifier, but the result displays: “Generation failed, please try again.” The agent is unable to interact with the user to request another date.
What should the Compromise Status include in your Internal Notes?
Document the appropriate Compromise Status:
Compromised: Yes
Compromised: No
Compromised: N/A
What is the protocol for handling reopened cases?
What is :
Only process cases that the client has explicitly reopened.
Do not reopen closed cases on your own.
UFAC
Which of the following is correct?
Good news , I can now proceed with reactivating your account. Is there anything else I can help with? Once reactivated, this email thread will be closed. If you need further assistance please refer to our Help Center article:https://www.facebook.com/helpThank you for contacting Meta Support.
Good news! I can now proceed with reactivating your account. Before I continue, is there anything else I can help with?Once your account is reactivated, this email thread will be closed. If you need further assistance please refer to our Help Center article:https://www.facebook.com/helpThank you for contacting Meta Support.
What is :
Good news! I can now proceed with reactivating your account. Before I continue, is there anything else I can help with?Once your account is reactivated, this email thread will be closed. If you need further assistance please refer to our Help Center article:https://www.facebook.com/helpThank you for contacting Meta Support.
When is it appropriate to convert a chat to email, aside from Authentication (IDV)?
There are two situations where a chat should be converted to email:
Agents may only convert a chat to email in the following situations:
The user can successfully log in through the web-based system but is unable to access their account through the mobile app. After completing all recovery actions, the user confirms they are still experiencing the issue. What is the correct End Case Status to use in this scenario?
What is:
Wont Fix Bug
In light of the ongoing issue of "IG users not being able to log in via the IG app on their phone (but can log in anywhere else)", we are introducing a new case closure status called "Done - Won't Fix Bug" with the following definition: "Bug reported by the user will not be fixed at this time or there is no time
What is the purpose of Case note documentation ?
What is:
Case notes provide insight into what occurred while the case was actively handled by the agent. They allow QA teams to review the actions taken, the decisions made, and the outcome of those actions.
Failure to complete the required case note template for every handled case may result in a failure for the Case Note attribute.
While helping a user reactivate their account, you encounter an issue. After completing all resolution steps and additional troubleshooting, what should you do next?
What is :
First, get assistance from a SME or Team Lead.
After receiving guidance, send the user the appropriate customer response:
"I apologize for the inconvenience. I will need to escalate this issue to a higher support channel for further review. I will follow up as soon as I receive a resolution or update. What is the best email address to reach you?"
After obtaining the user's email address:
Select End Chat and choose Follow Up Required.
Send a follow-up email to the user.
Update the case status as needed.
Account Access
When should you utilize the following CR:
The first step in the verification process is to provide a video selfie. Complete the steps below to get back into your account.1. Write down this code. The code must be handwritten. You can write the code on a piece of paper, on your hand, on a napkin, etc.{auth_code}2. Record a video of yourself holding the code. To make sure your video is approved, follow these rules:- Make sure that your whole face is visible.- Physically hold the code so your hand and arm is visible.- Show head movement by tilting your head to the left, to the right and up and down.- Show hand movement by moving the code to the left, to the right and up and down.- Make sure no one else is visible in the video and that no personal information can be seen.- Make sure the video is 15 seconds or shorter and the file size is smaller than 25MB, or you may not be able to attach it in the chat.3. Reply to this chat and attach your video. Send the video as an attachment — do not send a link to the video.Once that’s done, we’ll review your video, make sure the code matches and inform you of next steps.How we use your videoBy sending us a video you agree we have your consent to use it for identity verification purposes. This means we'll only use this video to help us check that this account belongs to you and for no other purpose. For further details about the processing of your personal data please read our Privacy Policy:https://www.facebook.com/privacy/policy/ - Facebookhttps://privacycenter.instagram.com/policy - Instagram
What is:
NEVER.
Account Access agents are not allowed to verify a user with selfie + code option. Agents must instead revert to other authentication methods. eg. - Contact Point Verification
When can an agent begin the ASYNC pause protocol during a chat?
What is:
When can an agent begin the ASYNC pause protocol?
Agents may begin the ASYNC pause protocol 3 minutes after the initial interaction if the user has not responded.
If the user does not respond within the required 3-minute SLA, agents should send a follow-up message and continue with the 3-3-1 pause protocol.
Facebook assigned case to Michael Jones
Michael Jones changed status from New - Active
Michael Jones changed status from Active to Pending Response
Auto Pilot changed status from Pending Response to Done - No Response
Michael Jones changed status from Done - No Response to Active Chat
Which of the following status changes are incorrect and why?
What is:
Michael Jones changed status from Done - No Response to Active Chat.
Why:
Agents are not allowed to reopen cases or make status changes without a valid reason. All required actions must be completed while the agent is actively assisting the user.
The BOT begins the chat with the user and attempts to complete selfie authentication. BOT is unsuccessfully and transfers the case to an agent. Agents case notes read the following:
BOT ACTION: YES
WHAT DID IT DO : Verified user transferred case.
What would cause the agent to fail for case notes in this scenario?
What is :
Failure to accurately document BOT actions (Incorrect Case Notes)
Why:
Agents must document all actions taken by the BOT, including actions that were only attempted. Internal notes should be clear, accurate, and reflect all steps completed during case handling.