Remember*
To keep non-tech callers calm, agents should speak at this speed and avoid all technical jargon.
What is slowly and clearly?
The default Messages icon on an iPhone is described as a square of this color with a white speech bubble inside.
What is bright green?
Unlike iPhones, standard Android text message apps are primarily this color.
What is blue (or light blue/purple)?
Instead of using "URL" or "Hyperlink," agents should use this everyday physical description.
What is "the blue underlined text" (or "blue writing")?
If a caller suddenly shouts "I can't hear you anymore!", they likely accidentally turned off this feature while looking at their screen.
What is speakerphone?
Instead of using technical names, agents should describe screen items using these two visual traits.
What are colors and shapes?
To return to the main home screen on an iPhone without a physical button, callers must perform this gesture from the bottom edge.
What is swiping up gently?
On Samsung devices, the text messaging icon often features this icon pattern instead of a speech bubble.
What are three small dots?
Rather than saying "app" or "application," agents should refer to these on-screen elements.
What are "small picture boxes" or "icons"?
When a caller says a box popped up at the top of their screen and disappeared, agents should reassure them that this just happened.
What is the text message arriving (a notification pop-up)?
To avoid overwhelming elderly callers, agents must follow this rule before giving the next step.
What is giving one instruction at a time and waiting for confirmation?
On older iPhone models, callers are instructed to press this physical button below the screen once to re-center.
What is the round Home button?
To return to the home screen on Android, callers should tap the small circle or square icon located in this section of the screen.
What is the bottom center?
The technical abbreviation "SMS" should always be simplified to this phrase.
What is a "regular text message"?
If a caller cannot find the green or blue text icon anywhere, agents should have them swipe down from the center of the home screen to access this feature.
What is the Search bar?
Agents should use this household physical analogy when describing how gently a caller should tap their screen.
What is pressing a doorbell?
If the Messages app isn't visible on the primary screen, agents instruct callers to swipe in this direction to turn the page.
What is swiping left?
To find the verification code inside an Android text conversation, callers should look at this location in the message thread.
What is the very bottom (the last message)?
When instructing a caller where to type information, agents should refer to a text field using this visual description.
What is a "blank white box"?
If a caller holds their finger down too long on a link and a menu pops up, agents should tell them to do this instead.
What is giving it one quick, light tap?
Say this reassuring phrase when a caller feels flustered or embarrassed while navigating their phone.
What is "Take your time, this trips a lot of people up!"?
When directing an iPhone user to click a web link, agents describe it as text with these two visual characteristics.
What is blue writing/letters with a line underneath?
If an Android caller cannot find their text icon, agents tell them to swipe gently from right to left to view these.
What are additional screen pages?
To explain a "Verification Code" or "OTP" without confusing the caller, use this plain phrase.
What is a "temporary security code" or "short number code"?
When a webpage opens after clicking a link, but no keyboard appears, agents instruct callers to tap directly here to bring up the keys.
What is inside the blank white box with gray text?