October
This document provides information to handle Messaging inquiries through the Account Center and the Discover Mobile App.
What is the name of this link document
Messaging Procedures
Sheka's cm used an emoji in the chat ( a smiley face) can she reply back using the same emoji
yes she can
Michelle is handling a chat with Mr. Smith, now a new chat has popped up for Mr. Billies, how long does Michelle have to send the first message to Mr. Billies?
Three (3) minutes to respond to the first message in a new conversation.
Katie needs to know what side of ORION to use for the freshchat program?
Messaging agents work from the Mail Side of ORION, unless notated otherwise.
Lacy is helping Ms. Peppers, (a cm with a new account application and completed a BT). Ms. Peppers asked how long would it take to reflect in ORION
48 hours
Adrian received a message that was mistransferred, what should Adrian do?
add the following information in a private note: mistransfer from [racf]
If a cm has an ADA accommodation that cannot be completed in the messaging/ freshchat platform what should Ashley do?
Escalate according to the ADA Accomodation
Jade's cm on the messaging freshchat became nonresponsive what should jade do?
check if cm is still in need of help
after 4 mins of nonresponse Jade can use the closing procedure
Heidy is messaging with Mr.Billies, he was previously speaking with Brandi. How long is the respond time to a continued conversation?
Four (4) minutes to respond to a continued conversation.
Maya needs to know how many ORIONs should she use when on messaging freshchat?
It is recommended to have two ORION systems pulled up.
Hannahs cm (Mr.Billies) become non-responsive and the action requested was not completed, what should Hannah do?
send a clarifying message letting them know the action was not completed.
Kavette cm (Sir Billies) marks “Unresolved” three (3) times but did not provide any additional information, what should Kavette do?
Close the conversation manually
When it is not clear that the conversation is finished, (on the freshchat program) how should Ericka handle the conversation?
Ericka should ask a closing question to ensure the customer’s concerns are resolved.
Lacy notices in the freshchat message the cm used bold words can she reply back in bold?
Bold, italics or underline should not be used unless text is preformatted in the available agent canned responses within FreshChat.
Tatiana is on the freshchat she needs to know is the memo referencing an inquiry is required when an account is accessed in the system?
yes!
Ashley needs to know when to use the secure form on the messaging platform when obtaining cm information?
Secure Form should always be used to obtain cm information
Sheka is on the messaging platform, notices a required talking point displayed in the system (maybe ORION) what should she do with the required talking point?
If a required talking point or disclosure is displayed in the system, it must be disclosed to the customer. Copy/Paste or retype the information from the system into the messaging window.
This document contains information on the call types and message inquiries handled by Digital Level 1 and 2 agents. What is the name of this link document?
Digital Level 1 and 2 Call Handling/ Messaging Job Aid
Barbara is opening the brand new chat, its time to greet the cm. What information should Barbara include?
first name and location in the greet
Can a CBR be completed in messaging?
yes> written form only
Brandi is on the phone with Sir Billies, she is assisting him with rewards for the Q3. Sir Billies asks Brandi when can pre-enrollment start?
The 3Q 2023 5% Cashback Bonus (CBB) program pre-enrollment starts June 1st via Account Center, Mobile App, IVR or via @CM request
Michelle used the following talk off for Mr. Carrots:
Balance transfer offers are a promotional feature and are available from time to time. These offers change periodically. You can check for offers in the future by logging into Account Center or by calling 1-800-DISCOVER.
Why did Michelle use this talkoff/ what procedure is this for?
Mr. Carrots previously had a BT offer, but not now. BT offer not available
If the cm status is Bankrupt and you are the messaging platform what should you do?
cm call in
Can travel inquiries be completed in messaging platform?
yes it can
This document provides information to handle Messaging inquiries through the Account Center and the Discover Mobile App. What is the name of this link document?
Messaging Procedures