Live Chat
Candidates reaching out via website chat for questions.
Available Monday-Friday 8:30 - 4:30 PM
If queue is backed up, all specialists must log out of chat and assist with phones. Phones are priority.
ALL CHATS MUST BE TAGGED AND NOTES ADDED TO ACCOUNTS.
If the candidate is idle after 10 minutes, then send canned response that the Chat has turned into a HelpDesk Ticket.
If you can’t solve the issue, then send canned response that the candidate has been transferred to another team.
If no one is available, change the chat to a HelpDesk ticket and let the candidate know. Once a HelpDesk ticket is created, then stop the Chat.
If you can’t solve the issue, then send canned response that the candidate has been transferred to another team.
If no one is available, change the chat to a HelpDesk ticket and let the candidate know. Once a HelpDesk ticket is created, then stop the Chat.
If there is a problem with Chat, then everyone logs out to avoid the Chat popping up on the website pages.
To escalate a Chat, please reference the attached document.