TEMP CHECKS } I’ve not heard from you in a while, are we still connected? } Just checking in, how things are going on your end, XX? } Due to business needs, please be advised that I will now close the conversation. If you still need further assistance, feel free to message us back between 8AM to 10PM and we’ll be glad to assist you. Take care . 👋​ -------------------------------------------------------------------------------------- WEBCHAT ACQUISITION Template (ICOMS PROCESS) CID Query: Service: SOR Number: (VOE) O2 Order Reference ID: DD Activated: Upfront Payment Taken: -------------------------------------------------------------------------------------- WEBCHAT Existing EBB Template (ICOMS PROCESS) Contact ID: Name of the chatter: Account number: DPA STATUS: PASSED DPA TIME STAMP: QUERY: Order/ package: POST CODE: DOOR NUMBER: W/O NUMBER: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ONLINE JOURNEY SCRIPTS ------------------------------------------------------------------------------------------------------------------------------------------ OPENING: BOT Summary Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍 Checkout Thanks for waiting. I can see that you're already on our checkout page. How can I help you in completing your order? 😀 EBB - Existing Perfect NAME! You're in! Please bear with me while I check your account holder? Perfect NAME! Can you please confirm that I'm speaking with the account holder? EBB - New Customer Hey X. I've got all your details and will process your order for you. Please bear with me, I'll have this done ASAP. 👍 Hi XX! Please bear with me while I check your account. Whilst checking, can you please confirm that I'm speaking with the account holder? PACKAGE IN MIND WITH SPECIFIC PACKAGE As per checking your basket, you’re looking to get our which is popular with customers like yourself. This includes (send fabbing). Shall we finalize your order now? **If customer would like to proceed with the package** ASK: To start, are you switching from a different provider? IF YES: Great! As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. IF NO: ** Proceed with the PLACING THE ORDER/ORDER PROCESSING** PROBING NO PACKAGE IN MIND: NO SPECIFIC SERVICE YET Let's work together to find the right package for you. Would you like to get broadband only or would you like to include TV and landline service too? 😀 --------------------------------------------------------------- BROADBAND How do you normally use your broadband? Is it like for streaming, gaming or general browsing etc. --------------------------------------------------------------- TV CHANNELS Thanks! Are there any specific channels you're interested in? For example sports movies, kids, documentaries etc. SPORTS: You mentioned sports channels, would that be Sky Sports, TNT Sports, or just general sports channels? 📺 MOVIES: You mentioned movie channels, would that be Sky Cinema or just the regular film channels? 🎬 --------------------------------------------------------------- LANDLINE Got it! Our Weekends chatter home phone plan is the entry level package we have! Would you need anything extra included? Such as: Anytime chatter or International anytime chatter. --------------------------------------------------------------- O2 SIM Thanks. We also have exclusive SIM bundle deals with O2. So may I know are you currently with O2? Cable Presentation: Appreciate you answering all those questions. 😊 Here’s what I got XXX. Customers with similar needs like yours usually go for XX, as it offers such great value. Here are the details. **Don't forget to add manual FAB** This is for only £XX/month with 24 months contract and a set-up fee at no cost. Increasing annually by £3.50 every April. Or for only £XXX extra per week you can get our Supercharged package, we'll boost your broadband speed from XXXmbps up to XXXmbps with a XGB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £XXX per month. Increasing to £XXX a month from April 2026. Increasing to £XXX a month from April 2027. Which do you prefer from the two offers? ---------------------------------------------------------------- **If Volt offer are declined, go to VOLT OHT** VOLT OHT Before we proceed, let me just share with you the extra benefits you can get from the second option which has O2 SIM for only X/month. I mentioned the supercharged option because if for any reason you experience WiFi blackspots at home, we'll go ahead and provide you with up to 3 Wifi booster pods at no extra cost. • Priority gig tickets • Hot drink or a savoury treat for £1 • Enjoy two free beers every week There's also O2 Priority packed with goodies too. Let me know what you think? ---------------------------------------------------------------- **If both offer are declined, go to OHT with price** ---------------------------------------------------------------- *If accepted, go to ORDER PROCESS** PLACING THE ORDER/ORDER PROCESSING ORDER PROCESS Fab! I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop) --------------------------------------------------------------- ORDER PROCESS Fab! I'll send the order link and discount code to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop) Minimize (Phone users) If this chat window pops back up, you can easily minimise it by pressing the arrow icon in the middle of the chat window. It looks like this: "ᐯ" --------------------------------------------------------------- If this chat box pops up, click the "ᐯ"(arrow down) symbol for you to be able to see the "Your Order" page. Enter your postcode and door number (if asked) to proceed to the checkout. If this chat window pops back up, you can easily minimise it by pressing the "ᐯ" arrow down at the top most part of the chat window. --------------------------------------------------------------- Brill! If this chat window pops back up, you can easily minimise it by clicking the – (minimise) symbol on the top most part of the chat window. It looks like this: "ᐯ" --------------------------------------------------------------- Minimize (TABLET users) If this chat window pops back up after you click the link, you can easily minimise it by pressing the arrow down icon. " ᐯ "​ You should see a purple circle underneath the chat box with the arrow down button in it. -------------------------------------------------------------- Adding promo code Once you're in Payment Summary page, you will see a link "Add a promotion code". Please click that and enter this code 355F4ZX/505F4ZX. Then hit "Add promotion code". Please make sure to apply the promo code before you click "Continue". --------------------------------------------------------------- Please keep our chat window open so that I could provide my assistance and if you have any questions, feel free to ask. --------------------------------------------------------------- Kindly click this order link and enter your postcode and door number (if asked): --------------------------------------------------------------- It’s best that you stay connected with me until the end of the process so that I can provide you with the next steps once you‘ve got your order ID. --------------------------------------------------------------- Last step The last page will show you the order summary and you need to click on 'Place your order' and you're sorted. Alright? ​​ ORDER PLACED Regular Congratulations on completing the order! 👏😃 Here's your order ID: X To cancel/check the status of your order/delivery/change the installation date, please get in touch with our Pre-install team on 0800-0521-734 ​from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM during weekends or go to this link https://www.virginmedia.com/help/track-my-order You can manage your account through https://www.virginmedia.com/welcome/intro in the future! In the meantime, would there be anything else I can assist you with aside from this? --------------------------------------------------------------- Volt with sim Congratulations on completing the order! 👏😃 Here's your order ID: XXX We'll confirm your​ kit ​delivery date via email and O2 will send your sim within the next 7 days. Contracts, bills, and direct debits will be sent and taken separately. To cancel/check the status of your order/delivery/change the installation date, please get in touch with our Pre-install team on 0800-0521-734 from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM during weekends or go to this link https://www.virginmedia.com/help/track-my-order You can manage your account through https://www.virginmedia.com/welcome/intro in the future! In the meantime, would there be anything else I can assist you with aside from this? O2 LEAD SCRIPT Just to make you aware, as part of our joint venture with O2, we now have 2 exclusive O2 Sims available for new O2 customers. Would you be interested in finding out more details about these offers, and can I provide you with a link that gives you more information? IF THE CUSTOMER SAYS YES Great! As you're interested in the O2 option, Kindly visit this link https://www.o2.co.uk/contactus. CLOSING FOR COMPLETED SALE We value your feedback, please take a moment to complete our survey on how I assisted you today. Welcome to Virgin Media O2 family. 😃 Take care. 👋 CLOSING FOR NONSALE Thank you for your time today. Take care and bye for now! 👋