//Opening//


Hi! This is $!{operator.nickname}. Thanks for messaging with me today, here at Ally Customer Care. How may I help?


Hi! This is $!{operator.nickname}. Thanks for messaging with me today, here at Ally Customer Care. 

Thanks for reaching us regarding this matter and I appreciate you for contacting us on chat, {customer name}. It seems that you want to update your address. Rest assured that you have me here and will do my best to assist you!



//presign//

I'll ask you few questions along the way in order for me to address your inquiry easier and process your request as quick as possible. Would that be fine with you, {Customer's name}?



//discovery and probing//

That's great to know! First, may I know if you want to update your home address, mailing address, or both?

Thanks for that information, [Customer's name]. To complete the request, may I also know the complete address you want to update into?

Perfect! While I update your profile, I want to confirm, do you as well have an account in the name of trust? 
(IF NO PROCEED)

(IF YES)
Thanks for letting me know. To finalize, may I also confirm if you want to apply the address change in the trust, itself?

Got it! Thanks for the cooperation and I appreciate you for being patient with me. I'll process the address change now.  To assure you that your request(s) will be  processed with accuracy. I need {hold period} make changes and confirm it. Would that fine with you, {Customer's name}?


//Disclosure (before changes)//
 N/A

//Navigation//


Update address in:


* in SF

Customer info> addresses> edit
Update address in the name of trust:


*in WebCSR

WebCSR>Customer Services> Customer information> Address


// resolution  and Disclosure (after changes) //


Thanks for waiting, [Customer's name].  I have successfully updated your address on file.

 For security reasons, when a change is made to either the home, mailing, seasonal or foreign addresses, a letter is generated and sent to the your previous address and the new address. This is to confirm that you're aware of the address changed took place on your account. You'll receive it within 7-10 business days. If you have unknowingly received a letter of address change, please contact us so we can provide you further information and assist you as well. How's that sounds?


//Summary and Moving forward statement//

To sum up, you have contacted Ally Customer Care and requested to change your address. Which then, we have processed and changed it on file for you.

Moving forward, you can also update your address via Ally Online Services (AOS).  To update your address online via web browser, log in, then select Profile and Settings. From that menu, choose Profile and Settings, then Personal Information. On the other hand, to update your address in the Ally Mobile app, log in and select Profile. Then go to View and edit contact information and select Edit. Sounds good, [Customer]?

//pre-close//

I want to make sure that I have addressed all your inquiries and/or requests. While you're still connected with me, {Customer's name}, is there anything I can help you with?

//Close//

If there's nothing else, it was a pleasure chatting with you today! Please also remember that we are available 24/7 to assist you with your online banking needs at Ally.com, or by phone at 1-877-247-ALLY (2559). Thank you for your time and patience with me.

If you have time, there will be a brief survey after we disconnect about your interaction with me today. We value your feedback and appreciate any you have to offer.

Thank you for contacting Ally Customer Care, bye for now and have a great day ahead, {Customer's name}!