Page 44 - Email Support Playbook

General Expectations

Account Verification

Just as you would verify the caller‟s name on the phone, you will need to ask who you are
chatting with. If they are already listed as a contact you will relate the chat to that contact. If
they are not listed as a contact (remember to check the primary account page, as the chat
details tab may not list this particular contact), you will need to request to add them.

Availability for Chats

You should be in the „Active‟ status of Omni-Channel for the majority of the day. If you are
working on something that requires immediate, undivided attention you will want to move
yourself to „Inactive‟ or „Away‟. Consult with your lead or supervisor before changing your
chat status.

How Many Chats to Accept

No more than two chats should be accepted while actively working on a support case. One

chat and one case is preferred because it allows you the opportunity to handle each
interaction with care.

Do not chat while on the phone. It is too difficult to provide the dealer on the phone and the
dealer on chat with a positive experience.

Chat Length

There is no specified maximum or minimum length for a chat session; however, if you and the
dealer are not making progress via chat, you need to request to call them.

Chat Tabs

Details

The details tab is where you will relate the chat to a case, account, contact or, if possible, all
three. It serves a similar purpose as the ININ call logging display; however, it only pulls over
the contacts which are associated with the email address the dealer‟s Direct Connect login is
connected to.

This means that you may have a sales associate or other employee using a general Direct

Connect login, but on our end the login is only associated to the owner‟s contact. This is why
it is extremely important that you verify which contact, if a contact has been created, you are
chatting with.