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 customer 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 all in caps Payment / Express checkout - Payment made using Express Checkout. Apple pay Doesn't Recognize Celebration Passport. Saving Passes Are only supported on the Express Checkout Page. DO NOT take payment information through Chat! You can Assist with placing the sales order And obtaining payment details by calling the customer. ------------------------------------------------------------------------------------------------Agent View Chat Service As you've seen, Customer 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 us important to review the chat history and verification. After this, you will heal the agent in SSC or atlas. ------------------------------------------------------------------------------------------------ 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 sightly different processes for verifying Customer if the AI Agent has not. In Dynamics, there are ways to identfiy is the customer is verified. Click on the camera icons below to see. A Customer is verified if their name appears in the incoming chat window and in the tab if the chat in the Communication Panel. Where to Look in Dynamics - Notification Window - Communication Panel ATLAS brands Verification - Article KA-01310 HD Brands Verification - KA-02956 ------------------------------------------------------------------------------------------------ Chat Assignment You can work on up 3 Chats at once. Use the tabs at the top of your screen to switch between chats. The tab you're on is the active chat. New messages in other chats will show as a number in a blue circle on their tab. ALWAYS BE AWARE OF WHICH CUSTOMER YOU ARE SPEAKING WITH ALL TIMES! If your close a Chat by Mistake - Click on HOME - Go to MY WORK ITEMS to see your open Chats - Reopen the chat by Clicking on the tab with the blue Icon - Enter the Wrap-Up Code - Then you can take your next Chat Enterprise Chat tips for handling multiple Chats : Article KA-03513 ------------------------------------------------------------------------------------------------ Communication Panel - is where you will chat the customer. Click on the infor icons to learn more. Any icon With (X) means we do not use the functionality. This includes attachments, Consults, and Adding Notes - Click the Transfer icon to transfer a chat back to a chat queue ONLY when you are not able to assist the customer QUICK REPLIES - Are pre- Written replies to customer inquiries. We use them to make sure we are consistent with our communication based on the situation Select this icon to Search for the appropriate reply to send to the customer. The Copilot icon allows you to summarize the Conversation with the customer. At the end of the conversation, A Summary Will Automatically populate in the communication panel. Click the arrow icon in the public message box to send tour message to the customer. ------------------------------------------------------------------------------------------------