Notes

[email protected]
[email protected]
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Thank you for contacting the Meta Pro Team. My name is June. The reference number for your inquiry today is XXX. How may I help you?

Transfer

Thank you for contacting Meta Pro Team. Please take note of the reference number for your inquiry today is xxxx. A Meta representative will join you shortly.
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I can totally relate to your issue and how it might impact your business. Let me see what I can do to make your day better.

I am so sorry that you feel that way. No worries, since you have me on the line now, I will do my best to make this easy for you.
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Before we proceed, can you provide us with your Ad Account ID / Facebook Page Link / Business Manager ID / Instagram username?
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I appreciate you providing these details, XXX. If we get disconnected in this chat, it is important for me to still help you out. With that, can you please confirm if the details below are correct?

Email Address:
Phone Number:
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I appreciate you providing this, xxx. Would you mind staying on the line for 2-5 minutes while I check this for you?

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Thank you for staying on the line, XXX. I believe it would be best to address the issue over the phone. Can I call the number on file now?

I believe it would be best to address the issue over the phone. Can you provide me with your phone number so I can call you?
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Meeting link
https://osfb.webex.com

For security purposes, please make sure to close your email plus any applications that may contain any personal information before we begin screen sharing

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It has been a pleasure talking with you today.

If that's all, I appreciate your compassion and patience with me throughout the conversation, to summarize our chat today, you contacted us about an issue with the publisher block list on your business account

This case will now be closed. If you still have questions, you can contact us again at https://www.facebook.com/business/help

I would also like to invite you to check our BluePrint platform, which offers free online courses that can help you expand your digital marketing knowledge and improve your online business: https://www.facebook.com/business/learn


If you need more help in the future, kindly raise a new chat using this link ⁦https://www.facebook.com/business/help⁩.

Thank you for contacting Meta Pro Team and have wonderful day.

I wish you all the best in your business and I pray that you'll be blessed with only success coming your way.

Once again this is June. Thank you for your valuable time and for contacting Meta Pro Team. Enjoy the rest of your day. Take care and stay safe out there, XXX.

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Escalation:
Thank you for providing all these information, XXX! Upon checking, I would have to submit a report to our Internal Team so we can investigate this issue and resolve it. No worries, I will monitor this account for you. Once we receive an update from our Internal Team for the resolution, I will send you a message right away
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Paused chat
I will pause this chat. You may receive a notification but please be ensured that it's just an automated message. I will get back to you surely.

It seems like you are inactive at the moment. The chat might be paused, and whenever you are available, please kindly reply to this chat. We are more than happy to assist you with this.

Since you are not available at the moment, I will proceed to pause this case. In order to get immediate assistance, can I have your consent to call you at any point in time?

Also, please let us know your specific timeframe if you have any, and please provide your mobile number, best way to be contacted.

After appeal:
Once you have submitted the form, it would be handled by our internal team directly and this may take some time as there could be multiple appeals from others in which the system has to pick your case from the queue and assign it to our internal team for further investigation. Rest assured, our team is striving to provide you with an update as soonest as possible.
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If that is all, before I end this chat, allow me to recap. Today, we have discussed your query regarding XXX and discussed the issue accordingly.
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Hi XXX! I really want to help you on this, however I have noticed that you have been away from this chat for a while. I am sorry that we won't be able to keep chat open to give ways for other chats in the queue. Once the chat has ended, we will no longer see your reply. If you need further assistance, do not reply to this message but please raise a new chat at ⁦https://www.facebook.com/business/help⁩
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I want to express my gratitude for your cooperation and for providing us with the necessary details to assist in resolving your concern. Your contribution is invaluable, and we are committed to resolving this matter as quickly as possible.

Asking for refund or unauthorized charges:

⁦https://www.facebook.com/help/contact/1856425021037976⁩


We duly understand how important this is for you and business activities. Not to worry, we will ensure a proper resolution is sought and provided accordingly or at least get you going in the right direction. You will get an update regarding your page through your email.
You can find additional information in the Help Center: https://www.facebook.com/help/348805468517220

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I would also like to invite you to check our BluePrint platform, which offers free online courses that can help you expand your digital marketing knowledge and improve your online business: https://www.facebook.com/business/learn

After further review, we’ve determined that you need to confirm your identity via Business Support Home before we can reinstate your account. You can visit the Business Help Center for instructions on troubleshooting a restricted account: https://www.facebook.com/business/help/422289316306981?id=434838534925385

Escalation approval Template:

1. Issue/ Escalation for :
2. Is the chat paused?
3. AID/BID/Page link:
4. Does the user has sufficient role?:
5. Basic troubleshooting performed:
6. Permissions to login?:
7. Screenshot or recording (mandatory) for bug issue:
8. OCE-allow the escalation:

Manager Escalation Template:

1. Description of the advertiser issue:
2. Links to the relevant campaign(s), post(s), billing summary, and/or page:
3. Causes of frustration:
4. What steps have you taken to resolve this?
5. Did you call the advertiser and explain?

Internal Case Note Template:

New Internal Case Note Template

User Role: (※Recommended to be exactly same as the permission shown in UBD. For example, "xxxx has the role permission(s): ADMIN on this ad-account")
Affected Asset ID:
Current Asset Status:
Issue/Concern:
Resolution:
Lead Gen Eligible:
Pitched:
Call Scheduled:
Concurrent Job ID: (※if applicable)
Inform advertiser of Channel Transition (C2E, C2P and Async)? Yes/No/NA
Hold and idle time not exceeding SLA? Yes/No
Symptom Tag is following advertiser main intent for Non Esc? Yes/No/NA
Case Summary/Recap provided on Chat/Phone? Yes/No

#necrt_yes
#necrt_no

#C2P
#C2P_yes
#C2P_no
#FIP

#copilotvisible
#copilotused
#copilotnotused
#risklatencyissue
#risknotvisible
#copilotnotvisible

#srtlatency
#delayedassignment
#slaend

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