DEVICE UPGRADE CHAT FLOW

To assist with the device upgrade chat flow, you can follow these steps and use the sample script below:

Steps:

1. Access Device Upgrade Flow: Click Toolbox from the left-hand bar. Select the Device Upgrade link. A browser window pops up with the Upgrade flow.

2. Select a Device for Upgrade: On the Upgrade screen, select the line you want to upgrade. Choose the type of upgrade (e.g., Yearly Upgrade, JUMP!, JUMP! On Demand). Verify device eligibility and ensure any required conditions (e.g., device cost paid to at least 50% for JUMP! 2.0) are met. Compare the current device with available upgrade options using the Device Comparison Tool.

3. Review and Confirm Upgrade: Review the upgrade cart for accuracy. Check for any promotions or discounts that may apply. Select Checkout to save the changes.

Sample Script: "Hi [Customer's Name], I see that you are interested in upgrading your device. Let's go through the available options to find the best device for your needs.

First, I'll need to know which line you want to upgrade. We can check if you are eligible for programs like Yearly Upgrade, JUMP!, or JUMP! On Demand.1

Once we have selected the new device, I'll provide a comparison with your current device so you can see the differences in features and costs.12

After reviewing the options, we can proceed with the upgrade. Please note that any promotions or discounts you currently have may be affected by this change.

Would you like to proceed with reviewing the available upgrade options?"