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avoid sending too much info in one message, divide it into a couple of mess

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pay attention to the chatbot info and acknowledge from there - "I see that you received the message that your account has to be approved before you can ship the goods"

change "I'll check that" to restating info back/thanking for sharing info about the exact issue - "I'll check the info about your wix payments account to see what's going on"

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15 sec grace time for the stated absence timeframe (with 5 mins being max)

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15 sec grace time for the stated absence timeframe (with 5 mins being max)

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⭐ "Dead air" on holds must not exceed 45 seconds

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⭐ "Dead air" on holds must not exceed 45 seconds

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Let's avoid sending too much info in one message. 2 short / 1 long sentence is enough.

split info into several messages

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1. Wrap-up with a kind note: "I'm glad we were able to fix it together!"

2. Future opportunities: "In case there are any other questions or concerns, please reach us out"

3. Survey (avoid saying 'my performance'): "We’d love to hear how we did today, feel free to fill out the quick survey after the chat!"

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If a user doesn’t respond to your latest message for 3 minutes, ask the user if they are still there - "Please let me know if we're connected"

Wait for 2 more minutes to inform the user since they are not replying, you will be ending the chat and click the End Chat button - "I n case you stepped out or perhaps cannot chat at the moment, I will need to close the chat in a minute. Please, do not hesitate to get back to us if any further assistance is needed to get your site up and running, we are here to get it covered. Meanwhile, have an amazing day, NAME!”

CSI: https://csinternal.wixanswers.com/apps/helpcenter/en/article/handling-chats#the-user-abandoned-chat

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Send a follow up email to the user using the SR Template #chat-esc, so the user can see case details, escalation ticket number, and expectations on where to wait for reply (in this exact email thread).

CSI: https://csinternal.wixanswers.com/apps/helpcenter/en/article/handling-chats#offline-chat-handoverescalation

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CSI: https://csinternal.wixanswers.com/apps/helpcenter/en/article/follow-up-email-guideline-2357507