SR           Support

The script for Click2Calll is mentioned below-

• Ticket creator name will reflect as  “Abhinav Singh2”

• Source will appear as “portal”

• Tickets created by portal will be floated to “respective Group” not “Agent”, assignment can be done by Leads (This is for Inhouse, CC agent will assign cases to respective SPOC only)

• Replies can be done from FD as normal work flow.

• Public and private notes will be visible as per existing FD flow to SR team

• Seller will be able to see FD responses on his/her Seller panel.

• Only ACR & NFCR cases will appear on panel, FCR cases will not be visible.

• Incase seller is not satisfied with the given FCR resolution ,the  seller will get an option to call CC only once.

Click to Call Script

For FCR cases:

Good morning/afternoon/evening, thank you for reaching out Shiprocket, my name is Simran.

As I can see that you are checking regarding (mentioned query, category or sub-category) how I can assist you?

For NFCR cases:

Good morning/afternoon/evening, thank you for reaching out Shiprocket, my name is Simran.

As I can see that you are checking regarding (concern). Surely I will assist you with the concern.