Example:  If I understood you right, you're having some difficulties with domain transfer to Wix. Could you please describe the issue in more details?

Closer. A nice end of the chat, which wraps up all the interaction and shows the user to get back to us whenever needed.

Example: Helen, I wish you good luck with your Pilates school! Thanks for being a Wix user! If you need anything in the future, we’re here to help. Have a great day!

Powerful question. In order to receive more useful information about your user’s vision of their site and business, we can provide provoking open-ended question that will help us. 

Example: Wix wants your business to prosper with the help of its tools, and we are trying to do our best to  offer you only relevant and useful tips. Therefore, could you please tell me what are focused right now on? What is your current goal?

Proposition. Here we suggest something to improve user’s experience with us and help their site/business grow.

Example: I’ve noticed that you manage social media accounts for your business (Instagram, Facebook), it would be great to add links to your social media accounts to your site. This works as great as testimonials! You can add a Social Bar and set up links to your accounts to engage with site visitors even more, get more subscribers, and showcase your work. For more details, please check Wix Editor: Adding and Setting Up a Social Bar 

Example:  By the way, if you are up to, after the issue solution, I would be more than happy to take a look at your site/account and offer you some useful tips and suggestions that may come in handy.

Solution. Main part of the chat where you address a user’s issue by giving clear and structured step-by-step instructions 

Example: In order to solve the issue with the filters,you'll need to go to Editor and change the column layout. Can you access it now? We can do it together

Transition. Transition steps is  a glue that organically connects solution part and propositions  part.

We should make sure to organically jump in to a proposition part.

Example: I'm glad we managed to fix the problem we had! While we are here, I would be happy to assist you further on developing and growing your site. Would like me to take a look at your account and suggest you any relevant tips, that may come in handy?

Roadmapping.  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 and also will be having a conversation to understand the business and goals to see what else we can help them with.

Example: I can absolutely take a look at your account and see where you are in the verification process. 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.

I understand your query is in relation to your domain. Please allow me 2-3 minutes to take a look into your account and I'll be right back with you to get you on the right track.