Chat Template

CHAT TEMPLATE

Opening Spiel

Hello! Thank you for contacting 1-800-Flowers.com. My name is Salmina and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

Closing Spiel

Thank you for giving me the opportunity to make this right for you, and for trusting us here at [brand].

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with 1-800Flowers.com. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with 1-800Flowers.com and have a good day! If you need further assistance please feel free to reach out again.

Verification May I have your first and last name, your recipient's first and last name, and the date your order was scheduled to be delivered, please?

Thank you for that information. Please wait for 1-2 minutes while I check your order.

IDLE CHAT

Five Minutes I haven't heard from you in a while, do you need more time?

2 minutes

Are you still with me? Looks like you may have stepped away. I am going to disconnect this session, but if you still need assistance please feel free to message us again. Thank you for reaching out to 1800flowers.com.

Replacement with $15

Thanks for your patience. I’ve processed a replacement at no additional cost to you, and it will be delivered on (DELIVERY DATE) between 9 a.m. and 8 p.m. going to residences and 9 a.m. and 5 p.m. going to businesses in your recipient's time zone. Here’s your new order number for reference: (######). You may track the progress of this replacement online by entering the order number and recipient’s zip code on our customer service page.

Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. . How does that sound? We really apologize for the inconvenience this has caused you. I’m more than willing to process a redelivery at the earliest available time at no additional cost, and I would be happy to process the refund of your shipping fee. Would that be okay?