Messenger Basics
Is Messenger treated the same as live chat?
No, Messenger is not live chat. The customer may have waited for a response, so the reply should move the case forward.
What three things should a worthwhile Messenger reply aim to do?
Understand, resolve and reassure.
Which status means the case is finished and neither the customer nor PRT can reply?
Closed.
When should you close a Messenger interaction?
When the customer's query has been resolved.
Before actioning a Messenger interaction, what should you use to make sure you have the right customer?
Match the policy number and review the latest message.
A Messenger case shows as Open. What does that mean?
A colleague has previously responded, and the customer has replied and is awaiting another response
What should you explain to the customer after resolving their question?
What happens next and when.
Which status means you've responded to the customer?
Pending.
Before closing the Messenger interaction, what should you tell the customer?
Explain that the Messenger interaction will be closed and that they'll receive a notification confirming the closure.
A person using the online account tells you they aren't the policyholder. Can you continue handling the query through Messenger?
No. The Messenger guidance says to advise that the query cannot be handled over Messenger and ask them to get in touch by phone.
What's the difference between Open (New) and Open?
Open (New) means the case hasn't yet been responded to. Open means a response has previously been sent and the customer has replied and is waiting.
You've used a Quick Response but edited some of the wording. What should you check before sending?
Check the grammar following any edits.
When could a cold transfer be appropriate?
Where the query relates to a skill the handler isn't trained to manage.
What two pieces of information should your notepad include when you've closed a Messenger interaction?
The Interaction ID/case number and "Messenger interaction closed”.
A customer asks about their validation checks and also asks another question you can answer. What should you aim to do?
Resolve all the questions you can, rather than addressing only one and leaving an avoidable further contact.
Before replying to a Messenger interaction, what three things should you confirm?
The case route, the customer's actual question and any previous contact/history on the policy.
Why is reading the previous Messenger history important before writing your response?
Because the training expects the colleague to understand the history, triage and notes before responding, rather than treating the latest message in isolation.
When transferring a chat to a queue, what type of queue does the Messenger guidance tell you to select?
An "A” queue, with the guidance giving A PRT as an example.
You've resolved the customer's query on a call, but the customer specifically wants the Messenger interaction left open. What should you do?
Leave it open and make a clear notepad entry.
You're working a diary and find an active Messenger conversation. Additional documents are still required. What information should your Messenger update give the customer?
The update should outline the actions taken, what is still outstanding and the relevant due date.
A customer asks three things in one Messenger message. You can answer all three. Should you answer only their main question and wait for them to message again?
No. Colleagues are expected to answer every question they can in one clear response, moving the case forward rather than creating unnecessary further contact.
You're about to send a response. It answers the customer's question, but doesn't tell them what happens next. Is it ready to send?
No. A worthwhile response should resolve what can be resolved and reassure the customer by explaining the next step and when it will happen.
A Messenger query looks complicated, but it sits within your trained skill and you can handle it. Should you cold transfer simply because it's difficult?
No. Training identifies the relevant reason for a cold transfer as the query belonging to a skill the handler isn't trained for, not simply because the case is complicated.
Put these five closure actions into the correct order: Tell, Record, Find, Close, Check.
You open a Messenger interaction. The customer has sent several messages, asks about their validation checks and raises another question you can answer. Before you respond and close the interaction, talk through the key things you should do.
A strong answer should include: