Chat Macros
About 5-6 minutes after you have not replied to the customer
When should you send the [Agent] Investigating macro?
To prevent re-entering the queue during the last ten minutes of your shift
What is set your status to "Away"?
To ensure you answer all incoming chats
What is the expectation around setting up chat notifications?
A chat needs to be reviewed by the TSE team
What is initiate the first steps via shortcut and inform the customer about the transfer to email?
Best practice for creating a new message in live chat
What is pressing Enter/Return where you would insert a new paragraph in email?
Explains the limited pilot of the live chat program and offers assistance via email
What is the macro [Customer] Contact form redirect pushback?
To access the live chat workspace
What is the same way you log into Zendesk for regular ticket work?
Submit the escalated ticket into the #cx-support slack channel and include an internal note with a summary and the Slack thread linked
What is the expectations when escalating to Senior CXAs?
An incoming chat is about credentialing timelines
When should you direct the customer to the contact form in a chat?
After seven tries
How many times will Headway attempt to collect an outstanding balance before removing the payment method?
Indicates that the ticket is being closed due to no response, and further communication will be via email
What is macro [Customer] Ghosted - have information ?
To start a new paragraph in a chat conversation
What is to press Shift and the Return key?
Leave an internal note, end the chat, and follow up via email
What is the expectation after taking the first step of requesting additional support/transferring a customer to email?
A chat is billing & charges related but then switches to a different issue type
What is solve the parts you can and then transfer the customer to email?
The policy regarding sending invoices/superbills to providers or admins
What is we are unable to send invoices/superbills to providers or admins?
Explains that the previous agent cannot be reached, but you are current available agent and are ready to assist
What is [Customer] Cannot transfer to previous agent?
If the issue is resolved after ending the chat
What is submit the Zendesk ticket as Solved?
60 seconds
What is the expectation around open and replying to a chat once the Accept button appears?
A chat is billing & charges related but requires cross-functional support
What is set your status to Away, take the first step to get the necessary support, then set your status back to Available?
Being honest and up front with customers about what you can and can't deliver.
What is setting reasonable expectations with customers?
To address a customer's inappropriate language during the conversation
What is the macro for [General] Inappropriate language usage?
To learn more about a customer as you chat
What is click User from the right-side-panel?
Keep the ticket and follow up during your email shift if trained, or route to the correct tier if not
What is the expectation for handling tier-specific issues after a chat ends?
Offer to attempt to solve their issue over chat
when a customer requests a call about a billing and charges issue
What is offer to attempt to solve their issue over chate?
Being specific in your directions is an example of this voice and tone principle
What is promoting clarity?