Page 47 - Email Support Playbook

Ghost Writing

Ghost writing refers to our ability to see what the dealer is typing before they send the chat.
We have to be careful with this ability.
It may be tempting to type your response while the dealer is typing, but they have the ability to
see when we are typing (not what we are typing) so they may hold off on sending their chat
because they think you are sending them something.
When you see the ghost writing, refrain from typing. This is also necessary because we do
not want them to know we can see what they are typing. Some dealers may feel this is an
invasion of privacy although we only use it to ensure we are adequately prepared to respond.

Note

If you see the dealer actively typing their response, it would be rude to
offer further assistance at that point.

Pre-worded Responses

In an effort to reduce clicks and ensure we are projecting a unified voice from Customer
Support, a limited number of pre-worded responses are available.
There are two ways to access these responses:

1- Type two semi-colons “ ;; “
into the text box.
The double semi-colon
triggers a pop-up box
with a list of responses for
you to choose from.

2- Navigate to the „Quick
Text‟ tab to copy the
response you would like to
use. Return to your chat
and paste the response.