Page 42 - Email Support Playbook

Chats & SMS

Chat Process

1- From the Console footer click on the Omni Channel app.
2- Change the status from Offline to Online.
3- Accept offered chat, Omni-Channel will be highlighted in red when a chat is

available.
If the chat is not accepted within 30 seconds it will be offered to another CSR and
will be removed from your screen.

4- Set ININ status to “On Direct Connect Chat”
5- An auto-response replied to the dealer immediately with “Hello! How may I help

you?” If the dealer does not respond, send another request to assist in 45 seconds.

6- Once the dealer responds your next response should be within 30 seconds.
7- Relate the chat to the dealer‟s account or contact on the „Details‟ screen.
8- If there is a case already opened on this issue, relate the chat to the original case.

See “First Contact Resolution” JI in content for more information.

9- If this is a new issue or request, open a case from the chat screen and add

reference numbers or additional notes (the chat transcript will automatically attach to
the case).

10- Advise the dealer of the case number, offer further assistance, send a closing

salutation & end chat.

IMPORTANT!

Standard orders, quotes, repairs, and remakes are NOT to be processed
via chat. Refer to the pre-worded responses for how to communicate this

to the dealer.

How to Accept a Chat Full Length Chat