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1. Check the definition of roadmap and look through examples to polish your knowledge
2. Roadmap users on your further actions and open room for conversation about business growth (warm-up part)

Please clear your answers, so the next expert could also practice

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User wants refund for the TPA and remove the Wix ads from the site 

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User wants refund for the TPA and remove the Wix ads from the site 

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Multilingual: some site parts are not translated

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Multilingual: some site parts are not translated

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Please allow me 2-3 minutes to check the DNS records for your domain and I will be sure to take a look into your account for you. After that, I will also help you to set up the mailbox.
I'd also love to learn a bit about the site and see what else we may be able to do to help you out today.

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A Roadmap is a strategic plan which defines the process or workflow we will be following during the chat, all while making room for conversation.
We should set a roadmap, once we understand the issue, that we will be helping with the issue at hand (mentioning what exactly you're going to check) and also will be having a conversation to understand the business and goals to see what else we can help them with (warm-up part).