Page 45 - Email Support Playbook

Case

Relating a case to every chat is required. Most often you will need to open a new case.
The chat tab provides easy access to opening a case. Be sure to relate the case number in
the details tab while the chat is active, otherwise the chat transcript will not be
attached to the case. Enter the case number into the „Related Entities‟ section & click
„Save‟.

If a new case was opened, give the dealer the case number for their reference.

If you are relating to an existing case, take ownership of the case and resolve the issue for
the dealer. See “First Contact Resolution” JI in content for more information.

Search Results

If multiple accounts are determined, the search results tab is where those accounts will be
available. You will select the account you wish to relate to and add it to the details tab.

Closing the Chat

Advise when you intend to end the chat & thank the dealer for chatting with us.

Example: “I’m glad I was able to assist you today. Thank you for chatting with Hunter

Douglas. I will now end this chat session.”

Transferring a Chat

Chats should only be transferred per the dealer‟s request. Always ask the requested CSR
whether they are available before transferring the chat. A chat should NEVER be transferred
back into the queue.

If you receive a chat regarding a shared service which you have not been trained for, request
to transfer the chat to a CSR in that team, if possible. If no CSRs from that team have access
to chat, advise the dealer someone will reach out to them. Verify their contact information and
which method of contact would be preferred. Open a case for that queue, give the dealer the
case number, and post the dealers contact information as well as the reason for the case in

the feed.