Notes
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1. Greetings:
Hi, this is Anh. 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 explain it again.
Please give me minutes only and I'll be right with you.
2. Verification:
May I have the itinerary number for your request please?
Can you confirm the email address you're using or this itinerary please?
Please bear with me and keep the chat open
3+4. Mini recap + Discovery:
I see that you are having inquiry related to this booking right?
5. Reassure help:
Let's figure it out together. I will do my best to assist you with that.
12. Offer other assistance:
Is there anything else that I could help you with?
13+14. Self-service + Closure:
Thank you! I hope I managed to provide the customer experience that gained your satisfaction.
Just a reminder! If you later on decide to confirm, change or cance
l any booking in the future you can do that on your end through the app or website.
Thanks for getting in touch with us. Have a good day and take care!
Abandoned
Just checking in, are we still connected ?
Hi, 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.
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.
You can always chat us again if you need more support.
Transfer
I got your concern and may need to transfer to the relevant team who handle the package (flight and hotel)
Please stay on the chat and the next agent will be with you shortly
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