Vadym - session 1 by https://padlet.com/astramentore/aanlk4uet3e1ass2 Post anything anywhere en-us 2025-08-06 07:40:31 UTC 2025-08-06 08:46:30 UTC hello@padlet.com Issue Acknowledgment astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536728734 2025-08-06 07:45:13 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536728734 Holds/Responsiveness astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729013 2025-08-06 07:45:39 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729013 Holds astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729090 2025-08-06 07:45:47 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729090 Holds/Responsiveness astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729303 2025-08-06 07:45:56 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729303 Sending info to the user astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729508 2025-08-06 07:46:15 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729508 Closer astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729617 2025-08-06 07:46:24 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729617 IMS: Link the issue for every chat/call astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729692 2025-08-06 07:46:32 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536729692 Areas for Improvement astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536730217 2025-08-06 07:47:00 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536730217 astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536757695

  • 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"

    • ]]>     2025-08-06 08:27:45 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536757695     15 sec grace time for the stated absence timeframe (with 5 mins being max) astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536761916 2025-08-06 08:34:21 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536761916 ⭐ "Dead air" on holds must not exceed 45 seconds astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762025 2025-08-06 08:34:28 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762025 astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762084 2025-08-06 08:34:34 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762084 astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762176 2025-08-06 08:34:42 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762176 astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762227 2025-08-06 08:34:50 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536762227 astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536763845

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

  • split info into several messages

    • ]]>     2025-08-06 08:37:50 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536763845     astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536764509

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

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

  • 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!"

    • ]]>     2025-08-06 08:39:09 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536764509     Flows astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536766340 2025-08-06 08:41:41 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536766340 Abandoned chat flow: astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536767788

  • 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 - "In 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

    ]]>     2025-08-06 08:44:22 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536767788     Escalations on chats: astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536769186

  • 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

    ]]>     2025-08-06 08:46:29 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536769186     Follow-up emails flow: astramentore https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536769556 CSI: https://csinternal.wixanswers.com/apps/helpcenter/en/article/follow-up-email-guideline-2357507

    ]]>     2025-08-06 08:47:09 UTC https://padlet.com/astramentore/aanlk4uet3e1ass2/wish/3536769556