LiveChat

Profiles

All team profiles should have name Kai and use the photo provided by Bruno. 

Active Hours 

At least one member of the team should have the live chat open between the hours of 10am and 4.30pm Monday to Friday. Any team member who is live on the chat should ensure that they have notifications on so they do not miss any chats. If a team member leaves their laptop (e.g. for lunch or for a meeting), they need to make sure that they close down their chat. 

Tickets

Should a customer leave a ticket out of hours, these should be reviewed by the team member as they log on in the morning. If a team member feels that they are unable to respond to the ticket, they should allocate the ticket to another member of the team to respond and message them on Slack to let them know. 

When answering a ticket, team members should ensure that they are setting the appropriate status to the ticket: 

• Pending: ticket is open and being responded to by an allocated team member 

• Closed: ticket has been fully addressed and can be closed down

Responses 

Where possible, team members should use the stock responses for live chat. These can be found under the # feature on the chat. If the chat becomes inappropriate, please inform the user that you will be closing the chat and then shut off the chat. 

Emergency Responses

If a user is demonstrating signs of suicidal or harmful behaviour, the first action should be to remind the user that we are not an emergency service offering. You should then guide them to Shout or their local NHS crisis response team. If they are willing to disclose their details including name and location, please follow the Crisis Protocols found elsewhere in these SOPs. 

Copy and paste template for signposting:

Shout: 

Text SHOUT to 85258

NHS Crisis Response Teams

https://www.nhs.uk/service-search/mental-health/find-an-urgent-mental-health-helpline