Acknowledge the issue restating it back or asking additional questions: "Thank you for sharing the details about the issue with Google Ads connection to your site" or "So, when you check a connection in your Google account there is no connection but here at Wix it shows that you run a Google Ad?"

When you have enough details about the issue, set expectations about its investigation: explain where you go/what you'd like to check + state clear time frame

Opener

Show empathy (later)

Acknowledge the issue: "I see that you'd like to resume your Ad campaign. Do we speak about Google or Facebook Ad?"

Roadmap: "I'd like to open your account to check the info about campaign, please allow me 3 min"

Avoid assumptions and clarify the info again, check with the user what campaign they refer to, what they want to do with it, etc.

Phrasing and attitude: this is a chat and the user reads your messages the way they want (I mean tone). "But" delivers a negative connotation here and it looks like the user doesn't have the possibility to explain what they want.

Roadmap the user about what you want to check and time you need

"but" - avoid using it that much, rather explain the info to the user so they understand: "Kathy, I've checked the website and see that it's built externally, but not on Wix. Kindly note that we don't have access to external sites, so I'd suggest getting in touch with Google directly to solve the issue with that campaign"

Opener

Acknowledge: "I understand there is the issue with the domain, thanks for sharing // Could please tell me its name, so I could check it on our end?"

If a question is related to Promote - take time and double-check

If it's not Promote and you cannot find the answer - transfer the call/chat

If it's not about Wix - mention we're limited here (user can get in touch with Google)