Flowchart: Accept & Manage a Chat
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.

Possible hold reason
> payment declined
>out of stock
> item unavailable

Holds - a type of queue where an order is still in pending process. 
 
POSSIBLE REASON OF HOLDS:
-payment declines
-out of stocks
-delivery date issue
 
WHY WE ARE HOLDING ON HOLDS?
basically, to make the order proceed to shipment. 
 
IMPORTANT REMINDERS: 
-ALWAYS CHECK THE ORDER DETAILS. 
-IF THERE IS A HIGHLIGHTED RED NOTE ON THE ORDER UNDER THE "ORDER SUB TYPE" STATING THAT THE ORDER "CORPORATE SALES REP CODE 1234" DO NOT WORK ON THAT ORDER