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<div class="paper-bubble"><label>
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  <div class="disc-movers-toggle">📤 Disconnection (Movers)</div>
  <div class="disc-movers-content">
    <ul class="bullet-list">
      <li>We understand you're moving home—let's smoothly disconnect your current service and arrange transfer to your new address! ❤️</li>
      <li>I'll walk you through each step clearly—no hidden fees, just a simple, stress-free process for your internet, TV or phone. ❤️</li>
    </ul>
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  <div class="disc-retent-toggle">📥 Disconnection (Retentions)</div>
  <div class="disc-retent-content">
    <ul class="bullet-list">
      <li>I'm truly sorry to hear you're thinking of leaving Virgin Media—let me share better plans, exclusive discounts or faster speeds to keep you connected! ❤️</li>
      <li>I'll carefully review your current package and offer improvements so you don't feel the need to disconnect. ❤️</li>
    </ul>
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  <div class="pres-movers-toggle">📡 Presentation (Movers)</div>
  <div class="pres-movers-content">
    <ul class="bullet-list">
      <li>Let me introduce our dedicated moving service—seamless transfer, fast installation, and ultra-reliable broadband/TV at your new home! ❤️</li>
      <li>Our team will handle everything to get you connected quickly, so you don't miss out on fast speeds or your favourite shows. ❤️</li>
    </ul>
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  <div class="pres-retent-toggle">🎁 Presentation (Retentions)</div>
  <div class="pres-retent-content">
    <p style="font-weight:800; margin:0.4rem 0; font-size:0.98rem;">Table 1. CHECKING OF OFFER SEQUENCE HOLD</p>
    <table class="flow-table">
      <thead><tr><th style="width:35%;">Scenario / Stage</th><th style="width:65%;">Sample Script</th></tr></thead>
      <tbody>
        <tr><td><strong>1️⃣ INITIAL HOLD</strong></td><td>Let me go ahead and check your account to find the very best renewal discount I can get for you. Thanks so much for staying with me—I'll keep you updated as soon as I find something!<br><br>Let me go ahead and check your account for the best renewal discount. Thanks for staying connected—I'll update you as soon as I find it.</td></tr>
        <tr><td><strong>2️⃣ FOLLOW-UP HOLD</strong></td><td>Thanks for waiting patiently! I'm still looking through all our latest offers and savings to make sure I find the perfect deal for you. Just give me 2–3 more minutes, is that okay?<div class="yes-highlight"><strong>🟢 If the customer said yes</strong><ul><li>Perfect, thanks a lot! I'll carry on checking everything—won't keep you waiting long, promise!</li><li>That's brilliant, thank you! I'm on it, and I'll update you as soon as I've found those savings for you.</li><li>Thanks for sticking with me! I'll keep searching and come back to you shortly with great news</li></ul></div></td></tr>
        <tr><td><strong>3️⃣ APPLYING DISCOUNT HOLD</strong></td><td>Appreciate you staying! I found a great offer for you. The system is now applying the discount, so I can validate it properly. Once done, I'll share the full details of the offer I found right away<br><br>Brilliant news—I've found a fantastic offer for you! Right now the system is applying the discount, so I can properly check and validate it. As soon as this finishes, I'll share every single detail of this offer straight away.</td></tr>
        <tr><td><strong>4️⃣ FINAL HOLD</strong></td><td>Still right here with you! The discount has gone through—now I'm just double-checking and validating everything to make sure your rate is spot on. Once I finish checking, I'll walk you through your full package, benefits and final monthly price clearly.<br><br>Still here! Discount is applied. Now I'm validating everything to make sure it's correct. As soon as I'm done, I'll share the complete offer details and final rate with you.</td></tr>
      </tbody>
    </table>
    <p style="font-weight:800; margin:1.2rem 0 0.4rem 0; font-size:0.98rem;">Table 2. ORDER PROCESSING SEQUENCE HOLD SCRIPT</p>
    <table class="flow-table">
      <thead><tr><th style="width:35%;">Scenario / Stage</th><th style="width:65%;">Sample Script</th></tr></thead>
      <tbody>
        <tr><td><strong>Initial Hold – Right After "Yes"</strong></td><td>Awesome, I am so glad you like this deal! Please stay connected as we will need your consent through email or SMS before we can completely change the package.</td></tr>
        <tr><td><strong>Customer Needs Time to Read</strong></td><td>Take your time! It's important everything looks perfect. I'm right here — just tell me when you're ready to continue!</td></tr>
        <tr><td><strong>No Link Yet – Check Spam</strong></td><td>Thank you for updating me. Sometimes messages end up in spam — please check there and let me know if it appears.</td></tr>
        <tr><td><strong>No Link Yet – Resend</strong></td><td>No worries at all! I can resend those documents right now. Please let me know once you have them.</td></tr>
        <tr><td><strong>Customer Goes Silent</strong></td><td>Just checking in — are we still connected? Need any part of the document explained?</td></tr>
        <tr><td><strong>Customer Spots Wrong Detail</strong></td><td>Thank you for spotting that! I'll check and fix it right away so everything matches our conversation perfectly.</td></tr>
        <tr><td><strong>Discount Applied / Validating Rate</strong></td><td>Still right here with you! The discount has gone through — now I'm just double-checking and validating everything to make sure your rate is spot on. Once I finish checking, I'll walk you through your full package, benefits and final monthly price clearly.</td></tr>
        <tr><td><strong>Start Processing Order</strong></td><td>Great! Now that you've agreed, I'll finalize your order in the background — stay connected!</td></tr>
        <tr><td><strong>Two-Minute Mid Update</strong></td><td>Thanks for waiting! System is setting up your package and discounts — update coming in about 2 minutes.</td></tr>
        <tr><td><strong>Small System Glitch</strong></td><td>I appreciate your patience! The system hit a quick snag with the automatic discount code, but don't worry — I am going to type it in myself instead. Please hang tight for another 2 to 3 minutes while I finish this up for you.</td></tr>
        <tr><td><strong>Asking Support Help</strong></td><td>Thanks for waiting! I am trying to finish your package myself, but the discount codes are showing an error. Rest assured we will get this sorted out! I am messaging our support team right now to fix this for us, so please keep our chat open for 2 to 3 minutes.</td></tr>
        <tr><td><strong>While Support Is Working</strong></td><td>Thanks for staying with me! I am still right here while our support team refreshes your profile to fix the special offer. Please give us just 2 more minutes while they finish updating the screen.</td></tr>
        <tr><td><strong>Finalizing the Fix</strong></td><td>I appreciate your incredible patience. I am not going anywhere! We are looking into the system error right now to fix it and save your contract. Please stay active for another 2 to 3 minutes while we finish this last step.</td></tr>
        <tr><td><strong>Manual Process Update</strong></td><td>Still working hard for you! Here is what I am doing: I am typing in your new discount codes now, moving to the installation setup screen next, and finishing up the rest of your information. Please stay connected.</td></tr>
        <tr><td><strong>Waiting for the Bill</strong></td><td>Thanks for hanging out with me! Your new order went through perfectly. Right now, I am just waiting for our system to generate your first bill — the moment it loads, I will discuss and go through every detail with you clearly.</td></tr>
        <tr><td><strong>Final Bill Check</strong></td><td>Thanks for waiting, the screen just loaded! I am doing a quick final check on your bill to make sure the prices match what we agreed on perfectly. Once confirmed, I will discuss and walk you through your full bill breakdown and final monthly rate right away.</td></tr>
      </tbody>
    </table>
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  </div>
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<div class="paper-bubble"><label>
  <input type="checkbox" id="verify-check">
  <div class="verify-toggle">🔍 Verifying Information</div>
  <div class="verify-content">
    <p class="sub-heading gent1">📂 Initial Hold</p>
    <ul class="bullet-list"><li>I don't have the details with me right now. I'll pull up and verify your records to make sure I give you accurate information — I won't share incorrect details. I'll let you know the moment I have it. May I place you on a brief hold?</li></ul>
    <p class="sub-heading gent2">⏱️ 2-Minute Follow-Up</p>
    <ul class="bullet-list"><li>Thanks for staying on the line. I'm still confirming the full details. I'll alert you right away once everything is ready. Just a short while longer, please.</li></ul>
    <p class="sub-heading gent3">🧾 Need More Time</p>
    <ul class="bullet-list"><li>I appreciate your patience. I'm wrapping up final checks to get complete details. I'll notify you immediately as soon as I'm finished. Thank you for sticking with me.</li></ul>
    <p class="sub-heading gent4">📝 Final Return</p>
    <ul class="bullet-list"><li>Thanks for bearing with me! Regarding your concern/question, I was able to look into that thoroughly. I now have all verified information and can assist you properly.</li></ul>
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  <div class="hotline-toggle">📞 Virgin Media Hotline Directory</div>
  <div class="hotline-content hotline-list">
    <div class="hl-row"><span class="hl-letter">A</span>ACTIVATION TEAM - 0800 064 3287</div>
    <div class="hl-row"><span class="hl-letter">B</span>BEREAVEMENT TEAM - 0800 952 2302</div>
    <div class="hl-row"><span class="hl-letter">C</span>CHF - 0203 706 0570</div>
    <div class="hl-row"><span class="hl-indent"></span>COLLECTIONS / BILLING - 0345 142 4444</div>
    <div class="hl-row"><span class="hl-indent"></span>CUSTOMER CARE - 0800 064 3840 / 0800 052 0391</div>
    <div class="hl-row"><span class="hl-indent"></span>CUSTOMER RECOVERY - 0345 454 5926</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">F</span>FAULTS DEPARTMENT - 0333 000 5925</div>
    <div class="hl-row"><span class="hl-indent"></span>FIELD SUPPORT - 0800 052 5738 / 03330 005 925</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">G</span>GENERAL HOTLINE - 0800 454 1111</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">M</span>MMATES RATES - 0800 052 0705</div>
    <div class="hl-row"><span class="hl-indent"></span>MOBILE CARE - 0800 062 4192 / 0345 600 0789</div>
    <div class="hl-row"><span class="hl-indent"></span>MOVERS DEPARTMENT - 0800 052 0640</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">N</span>NHB - 0800 073 7100</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">O</span>O2 DEPARTMENT - 0344 809 0202</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">P</span>PRE-INSTALLATION - 0800 052 1734</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">Q</span>QUICKSTART - 0800 953 9500</div>
    <div class="hl-row"><span class="hl-indent"></span>QUITA ESC - 0800 073 1132</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">R</span>RAF/CALL BACK - 0800 052 2101</div>
    <div class="hl-row"><span class="hl-indent"></span>RETENTIONS - 0800 952 2277</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">S</span>SSALES - 0800 064 3815</div>
    <div class="hl-row"><span class="hl-indent"></span>SIMPLIFY DIGITAL - 0800 052 4704</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">T</span>TTELESALES - 0800 052 2525</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">V</span>VVM BUSINESS - 0800 052 0800 / 0800 953 0180</div>
    <div class="hl-row"><span class="hl-indent"></span>VM CABLE - 0333 000 5925</div>
    <div class="hl-divider"></div>
    <div class="hl-row"><span class="hl-letter">W</span>WWAYLEAVE - 0800 052 0640</div>
    <div class="hl-row"><span class="hl-indent"></span>WEB EXCEPTIONAL - 0800 073 7588</div>
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  <div class="other-toggle">🔗 Useful Links</div>
  <div class="other-content">
    <ul class="bullet-list">
      <li>General Tips for Smooth Chat Interactions ❤️</li>
      <li>Useful Quick Links & References ❤️</li>
      <li>Additional Support Notes ❤️</li>
      <li>Helpful Reminders & Best Practices ❤️</li>
    </ul>
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