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CHAT ENTERPRISE

Apple Messages for Business (ABC)

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.

!! NO PAYMENT INFO FOR CHAT!!

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 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.

If you 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.

Accept & Greet Promptly Accept within 20 seconds and greet within 30 seconds using the correct Quick Reply.

Manage Chats Wisely Handle up to three chats, stay responsive, and apply Wrap-Up Codes before closing.

Verify Once Check chat history first. Don’t reverify if already completed by the chatbot.

Reassure & Guide Address objections with empathy. Reassure, explain, and recommend confidently.

Write Professionally Use correct grammar, punctuation, and Quick Replies to sound clear and confident.

Close Completely Confirm resolution, use brand closing, select Wrap-Up Code, and Save & Close.

Agent Instructions

Status Check - Day Of Delivery

Hello! Thank you for contacting 1-800-Flowers.com. My name is {AGENT_NAME}. How may I help you today?

Opening

(wait for response) I can look to see if we have an update on the order. Would you provide me with the order #, please? 

(wait for response) Thank you for that information. I am pulling up your order now. Please hold 1-2 minutes while I access the order and review.

Verify Customer Information

**ATLAS Instructions- Search for Order #, read order notes, messages, order history.

Select Caller Type: Customer, Contact Type: Chat Create Status Check CSI No need to ask customer to verify as he already provided all the information to verify order.

(wait for response) I am showing your order is scheduled to be delivered by a local florist today. We deliver between 9am and 5:00pm. It looks like the last update we have is that the arrangement was out for delivery. 

(wait for response) Our florists do prioritize business deliveries before residential deliveries. We just can’t give an exact timeframe for delivery.  Status Update

(wait for response) Understood. Is there anything else I can assist you with today?

(no response from customer) send IDLE canned response.. 18F Chat- Five Minutes Idle I haven't heard from you in a while, did you need more time? 

(wait for response) Closing Quick Reply: I hope you are extremely satisfied with the service I provided today. At the end of this chat, you will receive a survey asking you to rate your experience with me and with 1-800-Flowers.com. Please click the link at the bottom of this window when our chat ends. Thank you for chatting with 1-800-Flowers.com. Have a good day/night! If you need further assistance, please feel free to reach out again 

CSI Type: Status Check Detail Code: Customer checking status of order Reason Code: Customer Checking Status of Order Suggested Resolution: No compensation Allowed Complete CSI
Enter Order Notes: Customer contacted via Chat to check status of order to make sure order processed properly and no issued. Reviewed order and found no issues and relayed this to customer. Closing CSI