# data[].attributes.body
read the info about a user's request in the chatbot to see what words, phrases, emotions are there to address accordingly

ask warm-up questions about user's day/mood to understand their emotional state and attitude

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If you notice user's negative emotions, frustration, confusion, show empathy first before going to check the issue and check how they react.

"Thank you for sharing the details about the issue with frozen payouts. I totally understand it's essential to solve the issue asap so you could get your money"

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In case a user accepts empathy from you, move on to gathering the details about the issue and troubleshooting

"I understand that there are Banks Details verification issues. Please allow me 3-5 min to open your account and check the details on our end"

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In case a user is impatient / manipulative / angry, try to stay calm and explain every detail to them about what you're doing

"Your patience is highly appreciated in this case, Tom. I understand that the process takes longer than expected, however I need all the info and time to troubleshoot the issue correctly and move us closer to the issue solution so you have your account verified"

"Thank you for sharing the details and for your cooperation. This'll help me to check the information accurately and share with you correct instructions for the issue solution"

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Always stay responsive no matter what

Mention time frame of the hold

Share your findings/observations as it helps to keep the user more patient

"Please be advised that I've reviewed the documents uploaded and noticed that the Bank doc is correct. Please allow me 5 more min to check Company details"

"Please note that I'm keeping an eye on our chat in case you have any other question or want to add additional details for the issue investigation"

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Use the info users share with you, bring them back what they say and want when it comes to the issue solution, goals achievement, etc.

"You mentioned that it's the third time when you're asked to verify your account and that this feels confusing. Let me explain why this happens and how the verification process works to make it clear and easy to manage in the future"

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Active Listening throughout the chat/call

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Active Listening throughout the chat/call

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Pay attention to what user says and shares and address it, remember important details, so they feel heard and valued

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Phrases to handle difficult conversation can be located on our Bank of chats site here:

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Phrases to handle difficult conversation can be located on our Bank of chats site here:

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https://www.bankofchatss.com/handlingdifficultconversations

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Handling difficult conversations | Bank Of Chats

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"***, kindly note, Wix does not allow us to share our personal information with our users. All our interactions are recorded & monitored. How about we'll get back to your site and make sure it is at a good place."

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Characteristics:

1. act like experts owed them courtesy

2. right from the start, they usually have impolite tone

3. demand unreasonable things

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Characteristics:

1. often respond vaguely

2. make veiled threats or openly resort to blackmail

3. do not clearly communicate their requests and needs

4. make experts believe that they have immediately respond to user's requests and questions

5. make false statements to discover the truth

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Characteristics:

1. blame and make the expert believe they are responsible for the abusive behavior

2. use of criticism, which involves harsh and persistent remarks that are meant to make the expert feel bad about themselves and are not constructive but deliberate and hurtful

3. use of abusive, derogatory language, or insults that chip away at the target’s self-esteem, sense of self-worth, and self-concept

4. make threats, which involves statements meant to frighten, control, and manipulate the expert into compliance.

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The issue is with ID verification, you advised the user to upload the doc again making sure all corners are visible and it's not blurry but it didn't help

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The issue is with ID verification, you advised the user to upload the doc again making sure all corners are visible and it's not blurry but it didn't help

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You're a 3rd person this user is chatting with, the user is impatient and wants the issue to be solved asap. They don't see PayPal at checkout

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You're a 3rd person this user is chatting with, the user is impatient and wants the issue to be solved asap. They don't see PayPal at checkout

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Payouts are frozen, user's account is suspended

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Payouts are frozen, user's account is suspended

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Define the user type below and reply to their message

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Chatbot note: i don't sell prohibited items, what's wrong with you???

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Chatbot note: i don't sell prohibited items, what's wrong with you???

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“I completely understand how frustrating this situation must be, and I truly empathize with how you're feeling. I kindly want to remind you that our Terms of Use prohibit the use of abusive language on our channels. I'm here to help you resolve this issue, and I’d appreciate it if we could continue the conversation respectfully so we can work through it together.”

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“I can see you're going through a really tough time right now, and I want you to know that I’m here for you as best as I can. Let me take a closer look and see what I can do to help you.”

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“Your patience is highly appreciated in this case. I understand that the process takes longer than expected, however I need all the information and time to troubleshoot the issue correctly and mode us closer to the solution so you have your account verified”

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“Hi, yes I am still here. I am sincerely trying my best to assist you at the moment, but I just need a bit of time to find the best solution for you. I appreciate your patience and cooperation in this case. I’ll get back to you asap”