CHAT HANDLING: IV CS | Sales Chats Handling

• Ask these questions to determine if the chat qualifies:

• Is the customer asking about pricing, packages, dates, availability, or making a booking?

• Is the customer requesting a callback or assistance from a Sales agent?

• Are they referring to a specific destination or tour (e.g., “October Cruise”, “Scotland trip”, etc.)?

If YES, follow the process below:

• Ask these questions to determine if the chat qualifies:

• Is the customer asking about pricing, packages, dates, availability, or making a booking?

• Is the customer requesting a callback or assistance from a Sales agent?

• Are they referring to a specific destination or tour (e.g., “October Cruise”, “Scotland trip”, etc.)?

If YES, follow the process below:

Try to transfer the chat live to Sales if a Sales agent is online.

If no Sales agent is available or if chat times out, proceed to Step 3.

• Customer Name

• Contact details (email and phone)

• Enquiry topic (e.g., “Cruise enquiry – October”)

• Notes from the chat (e.g., “Customer asked for a call but no agent was available”)

If the customer is idle check if: 

Scenario 1: There is contact information provided on the chat such as HubSpot contact, a sales follow up task should be created following step 3. 

Scenario 2: There is no contact information available on the chat and we don’t have any Hubspot records as well, close the chat.