*_Course Objectives_* Upon completion, you'll master essential competencies for chat management. 1.Navigate the MSD environment to effectively interact via chat with up to 3 customers.​ 2.Recognize the customer's view of a chat interaction to properly assist them during their interaction.​ 3.Properly identify whether a customer has been verified and/or verify the customer. 4.Locate and use the appropriate quick responses​. 5.Transfer chats appropriately. 6.Properly end and wrap-up a chat interaction. ________________________________________________________________ *_Customer View_* Customers can chat with us from any of our brand websites by clicking the chat icon at the bottom right side of the page. After clicking the chat icon, the chat window will launch. Our chatbot will attempt to gather verification details and assist the customer with their inquiry. If the chatbot is unable to help the customer, it will transfer the customer to you, the live agent. _______________________________________________________________ *_Apple Messages for Business (ABC)_* Apple customers can connect with the 1-800-Flowers.com family of brands for sales and service needs through the Messages app on their iPhones or iPads. Customers will start their conversations with our chatbot. You should handle them using our standard chat protocols if one is transferred to YOU. *Other Points of Entry Search function on iPhone or iPad Safari browser Apple Maps Cell phone search Promo emails Order confirmation emails Order details page -------------------------------------------- *2-Way SMS Customers may opt in for order updates If they respond to a message from us, it will go to a Chat agent n ATLAS: To prevent 2 CSAT surveys from being created, switch the contact type from Telephonic to either ABC Chat or chat. __________________________________________________ *_Chat Sales & Service_* General Sales Information A chat will only be routed to a live agent if the customer types “agent” in the chat or if the chatbot cannot answer the customer’s question. An agent can assist with placing the sales order and obtaining payment details by calling the customer. *Product Selection If customers have a specific product in mind, you will be able to find that product and place an order. *Add-Ons / Additional Items At the end of the Sales Flow the chatbot will ask if the customer would like any add-ons. They can also add another item to their order. *Delivery Dates Delivery dates can be selected as far out as 60 days. *Card Messages Card messages are limited to 110 characters. Emojis and special characters are NOT supported. The card message will be in all caps. *Promo Codes Promo codes are supported. *Payments / Express Checkout Payments made using Express Checkout. Apple Pay doesn't recognize Celebrations Passport. Savings Passes are only supported on the Express Checkout page. __________________________________________________ Agent View Chat Service As you've seen, customers chat with our chatbot unless the chatbot cannot fulfill their request or the customer asks for an agent. The customer's conversation with the chatbot will appear in the communication channel. Before helping the customer, it is important to review the chat history and verification information. After this, you will help the agent in SSC or ATLAS. Continue to learn more. ______________________________________________ *_Parts of a Chat Interaction_* Incoming Message When a new chat conversation comes in, you will get a pop-up on your screen in the top right of your inbox. Customer Verification If the AI Agent has already verified the customer, DO NOT verify them again. ATLAS Brands and HD Brands have slightly different processes for verifying customers if the AI Agent has not. In Dynamics, there are ways to identify is the customer is verified. Click on the camera icons below to see. __________________________________________________ Communication Panel The Communication Panel is where you will chat with the customer. Click on the info icons to learn more. Any icon with means we do not use the functionality. This includes attachments, consults, and adding notes. ___________________________________________________ *_Supervisor Requests_* Escalation Queue: Article KA-01824 If a customer asks for a supervisor and you cannot resolve the issue, raise your hand to notify one. When the supervisor joins, leave the chat open until they are finished. Both you and the supervisor must enter a wrap-up code and select Save & Close. Do not click END — only the supervisor can fully close the chat. ___________________________________________________ *_Sending Messages Always ensure professionalism and accuracy._* *Type Your Message Type your message and/or use quick replies. Make sure you are addressing the customer's needs. *Insert Any Hyperlinks Add URLs if needed. This can help the customer find products or other information. *Review With Spell Check Dynamics has a spell-check feature. Remember to always doublecheck your message for accuracy. *Send the Message Press Enter or click the send button icon to send your message to the customer. ________________________________________________________________ *_Accept & Manage a Chat Session_* Step 1 Accept chat in 20s, send greeting in 30s. Step 2 Confirm details only if not already verified by AI Agent. Step 3 Check chat history, order notes, order history, messages. Step 4 Work the request in ATLAS or SSC. Step 5 Give resolution or next steps; confirm needs are met. Step 6 Enter wrap-up code, Save & Close. ______________________________________________________ *_Quick Replies & Sending Messages_* KB: KA-03511 Enterprise - Chat - Quick Replies Why Use Quick Replies Click on the info icons below to learn more about Quick Replies. Quick replies are paragraphs or blocks of content created for agents to quickly respond to commonly asked questions from customers. They can be added to chats to efficiently answer questions without the need for lengthy and repetitive typing. *Process Quick Replies ensure the correct processes are being followed. *Time Reduces time spent typing responses. *Professional Each chat presents a professional image for the company. *Consistency Customers receive consistent messages and answers no matter who is working on their issue. __________________________________________________________ *_Interacting With Your Customer_* Interacting With Your Customer Chat is a more informal communication channel. Remember to maintain a friendly, but professional tone. Act professionally Make sure you understand your customer's needs Demonstrate product/policy knowledge Resolve the customer's issue Educate the customer Place the order when possible (call the customer) ________________________________________________________________ *_Common Customer Tones_* Frustrated 😠 You might see: ALL CAPS, short replies, “!!!” or “…” How to Respond: Stay calm and empathetic: “I completely understand how frustrating that must be. Let me take care of this for you.” Confused 🤔 You might see: Many questions, hesitations (“I’m not sure...”) How to Respond: Reassure and clarify: “No worries — I’ll walk you through it step by step.” Sarcastic 😏 You might see: Quotation marks, exaggerated phrasing (“Oh, great. Just what I needed.”) How to Respond: Don’t mirror sarcasm — acknowledge the issue factually and refocus on resolving it. Disengaged 😐 You might see: Short or delayed replies (“ok,” “fine”) How to Respond: Re-engage gently: “Just checking in — did that solve what you needed?” ___________________________________________________________ Spelling & Grammar Overview Clear, Professional Writing Builds Trust Good spelling, grammar, and punctuation show customers you care about their experience. Professionalism matters. Small mistakes can affect how customers feel about the company. Keep it polished and professional. Customers notice the details Re-read carefully before sending. Use Quick Replies and customize. Edit messages for clarity and tone. Use Microsoft Dynamics spell check. Do not use shortcuts like “u,” “pls,” or emojis in professional chats. ________________________________________________________________ Commonly Misspelled Words Typos happen, especially when you’re typing fast and chatting with multiple customers. Taking a few extra seconds to proofread your message can make all the difference. It shows care, professionalism, and attention to detail, and that builds trust. Definitely Access Reference Weather Their Occasion Guarantee Successful Committed Recommend ________________________________________________________________ Capitalize with M.I.N.T.S Customers notice when we write with care. Capitalizing the right words makes your messages clear, polished, and professional. Use the M.I.N.T.S. method to remember what to capitalize. *M Mother’s Day is always the 2nd Sunday in May. - Months, days, holidays My sister and I got a Harry & David Tower of Treats for our brother. *I - The pronoun, I *N Tony sent his grandmother Cheryl’s Cookies for her birthday. - Names (people, places, things) My favorite arrangement is the Floral Embrace. *T - Titles For Passover, I’m sending my uncle Simply Chocolate® Happy Passover chocolates. *S - Start of a Sentence ________________________________________________________________ *_SUMMARY_* Accept & Greet Promptly Accept within 20 seconds and greet within 30 seconds using the correct Quick Reply. Manage Chats Wisely Handle up to three chats, stay responsive, and apply Wrap-Up Codes before closing. Verify Once Check chat history first. Don’t reverify if already completed by the chatbot. Reassure & Guide Address objections with empathy. Reassure, explain, and recommend confidently. Write Professionally Use correct grammar, punctuation, and Quick Replies to sound clear and confident. Close Completely Confirm resolution, use brand closing, select Wrap-Up Code, and Save & Close. __________________________________________________________