Chat Process

All chat requests must include the Client ID and a detailed reason for the request. Before reaching out to the chat, agents must review the account and SOP in full detail. Chats will be used Monday-Friday. On Saturday and Sunday agents should reach out to the Weekend Chat for assistance.

Chat Etiquette

Expectations for Agents and Leadership

• Approach every client request with seriousness, empathy, and professionalism.

• Make a genuine effort to assist the client or explore available options.

• Treat all team members with respect at all times.

• Communicate clearly and directly, especially when clarification is needed.

  • Avoid using uncommon acronyms or abbreviations to ensure messages are easily understood by everyone.

• Be transparent about what assistance can and cannot be provided.

• Support one another and collaborate as a team.

• Show patience while awaiting responses from Leads.

• Acknowledge and thank teammates for their support.

• Ask clear questions rather than making statements when seeking help.

• Clearly explain the issue and specify what assistance is being requested.

Agents and Leadership Should Never

• Be disrespectful to one another in chat groups.

  • Examples include statements such as:

    • “If you had read the account notes, you would have known…”

    • “I already said that…”

    • Publicly calling out teammates in group chats

• Use all capital letters in messages, as this can be perceived as shouting.

  • Examples:

    • “I AM STILL WAITING ON A SUPERVISOR”

    • “I JUST ANSWERED YOUR QUESTION”

• Disappear from conversations without communicating.

  • Examples:

    • “A Lead said they were assisting me but never replied.”

    • “I was assisting an agent and they never responded back to me.”

• Overthink responses or apply assumed verbal tone to written communication.

  • Avoid short or dismissive replies such as:

    • “Read the SOP.”

    • “K”

    • “Okay, that’s all you had to say.”

• Request assistance without asking a clear, clarifying question.

  • Agents must clearly explain the issue and what they are asking for when posting in chat.

• Ask for help without first using available resources.

  • Prior to reaching out in chat, agents are expected to review applicable resources, including but not limited to:

    • SOPs

    • Account notes and notations

    • Knowledge base or knowledge site

    • Account details

• Ask for further assistance without explaining what has already been reviewed.

  • When additional help is needed, agents should share what resources they checked so Leads can provide more targeted support.

• Misinterpret resource-guidance questions as criticism.

  • Leads may ask questions such as:

    • “Which section of the SOP are you reviewing?”

  • These questions are intended to guide learning, improve performance, and help team members locate information independently in the future. They are not meant to be dismissive or offensive.

Credits-MAF-Invoices-AutoPay

• Credits should only be requested after the agent has reviewed if the client's account has been invoiced. Depending on the situation, the Support Lead may approve and apply the credit.

• Missed Appointment Credits: should only be requested after the agent has reviewed if the clients account has been invoiced.

• Early Recall/Reset Credits - Reset Fees are typically not credited, the only time a credit will be approved is if it was determined to be related to the device. Agents must review account and client log in detail to determine, before reaching out in the chat, after it has been reviewed and confirmed, agents should then reach out for assistance with the credit.

• Courtesy Credits - If a client is in need of a courtesy credit and the agent wants to confirm if it will be okay to apply to the account given the situation, agents can reach out to see if possible.

• After reviewing invoice, client log, paid to date, and next service date in detail if agents still have question regarding an invoice/autopay charge on a clients account, agents will reach out to the chat.

Leadership - Troubleshooting

• Leadership Assistant is designed to encourage and educate with calls when a client is requesting a supervisor. Please note this is not a dumping ground for calls you do not want to take.

• Leads will not deny a request; they will attempt to assist you the best way possible.

• Chat and Calls are monitored, each escalation is reviewed to ensure the policy is being followed.

• Make sure to gain clarification on the client's needs before escalating to the chat. Detailed explanations are required. If clarification is not provided this can delay the process. Agents MUST provide all pertinent information to avoid further delay.

• Leads will assist you with deescalating the call, this is the first step prior to them taking the call.

• The chat is used to ask questions regarding troubleshooting, device related issues or any general questions that do not apply to any other chat.

• Prior to an agent putting in a question in this chat, agents must ask clients probing questions to understand what issue is going on.

• Review the account in detail to also get an understanding of anything going on.

POC and MA

• If a POC or Mechanic request needs to be escalated.

• Client POC - Agent must review the account if a UTR ticket was created. Agents must verify the time of the scheduled appointment, drive time, and time zone to determine if the request should be escalated or not. In most cases, CSG will give them a call within a few minutes depending on their appointment time and drive time.

• What to do if a client is requesting an immediate/urgent override code or it is after CSG hours?

  • Review SOP to determine if override code is permitted.

  • If trained provide POC – Proceed and provide code.

    • If not trained, escalate in the Leadership Assistance chat to see if someone if available to provide a code.

• Mechanic Requests - Agent must review the client log notes to determine if a Mechanic Affidavit was received, if a current Mechanic Affidavit and Work Order is uploaded and notated by CSG, agent can reach out to the chat to get the request escalated.

Removals (VA, etc.) 

• Check Virginia (VASAP) TREDS removal order eligibility.

• Any questions or inquiries regarding any removal process.

State-to-State Transfer

• This chat is to be used for State-to-State Transfer requests.

• Requests - Entries into this chat should include the following:

  • Client ID

  • From (the state they're transferring from)

  • To (the state they're transferring to)

  • Service Center (name and city/address of the new shop)

  • Balance (this should always be $0)

  • Client’s may NOT have a state transfer if they have an account balance. If they have an account credit, they need to be made aware the credit will not transfer.

Make sure to use STATE TO STATE TRANSFER template

• CID:

• FROM:

• TO:

• NEW SHOP:

• ACCOUNT BALANCE: $0.00

Weekend Chat

• This chat is used during the weekend (Saturday and Sunday) and major holidays for all questions and requests.

Proper Chat Templates

MECHANIC BYPASS

• CID:

• REASON:

• FROM FAX/EMAIL: (Only needed if the form is not yet on file and we must verify if we received it OR, if we only have one part of the forms)
  

POC CODE

• CID:

• UTR:

• APPOINTMENT TIME:

• DRIVE TIME:

• REASON:
  

STATE-TO-STATE TRANSFER

• CID:

• FROM:

• TO:

• NEW SHOP:

• ACCOUNT BALANCE: $0.00