Scenarios 1
"Hi, I was wondering if I can send my CE certificates to you guys?"
CRG 50
"I would like to set my PTIN on inactive. How do I do that?"
CRG 13
"I would like to update my email address on my account. Can you help me?"
CRG 6
What is the biggest difference between CPG and CRG?
With the CRG, you cannot discuss PII and your webchat responses have to come from the information provided in the CRG (free type if it calls for it).
With the CPG, you can discuss PII to gain access to the preparer's account and help them out by following along with the correct call driver.
What form should a preparer fill out if they suspect misuse of their PTIN?
Form 14157
"Hello??? What is the PTIN renewal fee for this year (2021)?"
CRG 93
CRG 16
CRG 31
Which is something you cannot do in Webchat?
>Escalate serious inquiries about system issues, or inquiries that seem odd.
>Use standard canned responses whenever possible.
>Attempt to answer account specific or out of scope inquiries.
>Avoid free typing, but use correct grammar and punctuation if unavoidable.
Attempt to answer account specific or out of scope inquiries.
What is the form 8945 used for?
Those without a SSN due to religious exemption.
"I submitted my documents three weeks ago and haven't received anything yet. This is taking forever!!"
CRG 98/99
"One of my friends has a ITIN. I was wondering if I can get one as well? I'm a US citizen."
CRG 55
"I would like to ask questions regarding my PTIN. Do you guys have a number I can call for assistance? I am Deaf by the way."
CRG 80
What year was the webchat added as another form of communication?
2015.
What is the form 8946 used for?
Foreign individuals without an SSN.
"[CSR Name], my name is [x], my PTIN is [redacted], and my number is [redacted]. Can you help me with login issues?"
General Messages, CSR 3
"[insert bad word here x3]!! Can you help me or not???"
General Messages, CSR 5
The visitor doesn't understand why they're being deflected to the PTIN phone line.
When do you deflect a visitor to the PTIN line? (There are 6.)
Asks an account-specific question
States are receiving an SSN error
See “no PTIN information”
Do not have a renewal option
State they have more than one account
Need assistance with their uploaded document
What is the purpose of a W-12?
PTIN Application and renewal form.
"Can you cancel a PTIN application, please?"
CRG 68
"I'm trying to login, but the page isn't loading."
CRG 94
“I got a letter saying my documents were rejected for my PTIN application” (2 parter)
CRG 100, would need to deflect in CSR 2
If there is no response for the subtopic in the webchat canned response guide, we do what?
Use subtopic from CPG.
What is the 9001 form for?
Updating personal information on your PTIN account.