Notes

Greeting

Hi, this is Mahender. Let me read through your chat with our Virtual Agent so I can get up to speed, and that way you won't have to detail it again. Please give me a moment and I'll be right with you.

Hi, my name is [AGENT NAME]. I see you need help with [INFO ABOUT ISSUE] — happy to work through this with you.

Hold

Please allow me 5-7 minutes to check the details — thank you and please keep the chat window open.

Please allow me 4-6 minutes while I call the supplier. Thank you for your patience, and please keep the chat window open. Let me know if you'd like to hear back every 5 minutes with an update or wait until I'm done speaking with [SUPPLIER NAME].

Latency or delay

I'm sorry for the delay, your account details are still loading. Thank you for your patience.

Apologies for the delay, I'm reviewing your account details now to ensure I'm up to speed and can best support you. Please allow me [SLA FOR RESPONSE TIME] more minutes and I'll be right with you.

Long wait

Sorry about the wait, we've been busier than usual












Response

Scenario

Acknowledge

Sure, let me review the terms and conditions for your booking and I'll see what we can do. Give me a moment.

Apology

I'm sorry to hear this — let me see if I can find a solution.

I'm sorry you've run into this issue. Let me see what I can do to solve it for you.

I'm so sorry you've had this frustrating experience, let me see what I can do to help.

Assurance

I'm happy to help resolve this for you.

I'm glad to help you with your booking today.

Sure, let me sort this out for you.

Chat window open

Please keep this chat window open so we can stay connected — thanks!

Please keep this chat window open so we can stay connected.

Thanks for keeping the chat window open, that will keep us connected.

Checking in

Thanks for staying connected, just a few more minutes while I check on this. Thanks for your patience.

Hello, I'm just checking the connection. Are you still with me?

Thanks — I'm still here! I'm checking on this and will be a few more minutes, thanks for your patience.

Hi, just checking in, I haven't heard from you in 2 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support.

Closing

Can I help you with anything else?



Is there anything else I can help you with?

Is there anything else I can do for you?

It was a pleasure to help you!

It was my pleasure, thanks for getting in touch with us. Have a good day and take care!

Thanks for chatting with us — take care and have a wonderful day.

I'm sorry, since I'm not receiving any response, I will end this chat. If you need support, please feel free to chat with us again — take care.

Is there anything else I can help with today?





Hold

Contact supplier

Thanks — I'll need to contact [SUPPLIER NAME] to proceed. Please keep your chat window open to stay connected while I call them. This may take 5 minutes. Let me know if you'd like to hear back every 5 minutes with an update, or wait until I'm done speaking with [SUPPLIER NAME]. Appreciate your patience.

Hold

Refresh

Thanks for checking in — I'm still working on it, and will be back in about 5 minutes.

Hold

Refresh

Thanks for your patience. I wanted to let you know we're still checking on the issue. Please stay connected on the chat and I'll keep you updated.

Hold

Stay connected

So we can stay connected, please keep the chat window open. I will be back in a few minutes with an update. Thank you!

I don't know

I don't know

That's a good question, let me find out for you.