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. Recognize the customer's view of a chat interaction 2 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. Navigating the Workspace Mouse over each of the areas highlighted below to learn more. = Navigation or "Hamburger" Icon This icon will open the navigation pane and include sections such as Contacts and Conversations = Home This is your home screen, and your app will open to this page every time = Work Item View Once you select a work tem, will open in this section, and you will be able to view the conversation details = My Work Items The My Work Items, or Omnichannel Agent Dashboard, shows your open work items. To change the dashboard, click the down arrow beside "My Work Items. Customer View: Send Flowers & Exclusive Gifts 1. Customers can chat with us from any of our brand websites by clicking the chat icon at the bottom right side of the page. 2. 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. 3. 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 In 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.