Hold Protocol

New Hold Protocol

To ensure a smooth customer experience during support interactions, please follow the below guidelines for placing customers on hold:

 For Calls:

• Maximum Hold Duration: 90 seconds tops (1 min and a half)
  
  

• Repetition Limit: Do not place the customer on hold more than 2 times in a single conversation.
  
  

• If more time is needed: Return to the call, provide an update, and ask if you can place the customer on hold again.
  
  

 For WhatsApp / Chat:

• Maximum Hold Duration: 90 seconds tops (1 min and a half)
  
  

• Repetition Limit: Same rule — avoid placing the customer “on hold” more than 2 times in the same transaction.