Tagging
When the agent must follow up with the customer after hearing back from another team or department. (Tag Level)
L2
Escalating to risk or legal. (Tag Level)
L3
A user chats in and you can only verify 2 pieces of information.
People_VerificationFailed_1
Having a customer’s CSM follow up with them later that day. (Tag Level)
L3
Customer chats in and their bank connection shows that it is not connected properly.
Settings_BankConnections_L1
Customer never received physical card in the mail and needs to reorder one.
Cards_Ordering_L2
Processes that require the customer to reach out to support for a resolution. (Tag Level)
L2
A member wants to know how to add their bank details for a Reimbursement.
Reimbursements_BankingInfo_L1
A customer keeps getting declined on their card but we are unable to see those declines on our end.
Declines_MerchantDecline_1
A customer wants to know why their payment is pending faster and they open another chat with you.
General_DuplicateInteraction_L1
Customer is at a store and the card reader is asking for a pin. You give them the 0000 pin to try.
Cards_PhysicalCardManagement_L1
A CSM handoff to set up a custom rewards agreement
Dashboard_Rewards_L3
An App Support handoff
General_SignupApplication_L3
A customer chats in to learn how to switch their MasterCard virtual cards to the Visa virtual cards through the Visa Dashboard.
Visa_Activation_L1
A chat about a bug causing Statements to not generate on time? (you keep the chat)
Statements_General_L2
Sending a chat to Chris to clear up an incomplete transactions notification on the mobile app.
People_Notifications_L3
A request to refund a recent overpayment.
What is Dashboard_CreditRefund_L2
A customer wants to go from automatic to manual payments.
What is Dashboard_BillingMethod_L2
A request for a copy of the merchant rebuttal on an existing dispute.
What is Transactions_Fraud/Dispute_L2
A decline for “Merchant is not Allowed”
What is Declines_Other_L1
A customer chats about opening a second account but has to leave and doesn’t want to be transferred to app support right now.
General_SignupApplication_L1
Customer asks about an integration feature that we don’t offer yet.
General_Spam_NA_L1
There is a current Incident Report (IR) going on with Divvy. Customers might see the page time out when trying to do anything general in Divvy. Could cause sync errors or page crashes.
General_IR_L3
A customer requests the SOC2 Security Report.
General_Spam_NA_L1
A customer wants to set up 1 email for 2 companies.
People_MCM_L1