⚡Open this guide whenever you are on shift as a MyOperator chat agent—weekday, weekend, or holiday—to meet all live-monitoring, takeover, callback, ticketing, tagging, escalation, and performance requirements.

📌 YOUR PRIMARY ROLE: LIVE MONITORING

You are a LIVE QUALITY CONTROLLER for chatbot interactions. Your main job is to:

• Monitor ALL chatbot conversations in real-time
• Intervene immediately when the bot fails or the customer gets frustrated
• Ensure every customer gets the best possible experience

📌 SCOPE OF CHAT HANDLING

What You Handle:

• Main filter: Existing customer support queries either through the website application or through the WhatsApp number.
• Support filter: Technical and billing issues

Coverage Schedule:

• Primary Agent: Khushi Srivastava (10 AM to 7 PM)
• Secondary Agent: Soniya Chouhan (during breaks and when the primary agent is unavailable)
• Weekend Coverage:
• Backup Agent: The backup agent is only working as a secondary agent to manage breaks and holidays.

📌 WHEN TO TAKE OVER FROM BOT

IMMEDIATE TAKEOVER (within 30 seconds):

1. Customer shows frustration - Any sign of dissatisfaction
2. Bot gives wrong/irrelevant answers - Incorrect information
3. Customer asks for human help - Direct or indirect request
4. The bot is hallucinating - Making up false information
5. Complex technical issues - Beyond bot capability
6. Billing/account problems - Needs human judgment

PROACTIVE TAKEOVER (within 2 minutes):

1. Customer stuck on the same issue for > 2 minutes
2. Bot repeating the same unhelpful responses
3. Customer asking the same question multiple times
4. Bot confidence score <70%

When none of the above triggers occurs, and the customer remains satisfied, continue monitoring without manual takeover.

📌 HOW TO TAKE OVER SMOOTHLY

Perfect Handover in 30 seconds:

Step 1 (0-10 seconds): "Hi [Customer Name], I’m [Agent Name] from the MyOperator Support Team. I’ve been following your conversation about [specific issue], and I’ll personally help you get this resolved right away."

Step 2 (10-20 seconds): "I understand you’re trying to [specific action] and are facing [specific problem]. I’ll personally take care of this for you and get it resolved as quickly as possible."

Step 3 (20-30 seconds): "I’ve helped other customers with the same problem. Here’s the first thing we’ll do. [specific first action]."

📌 PERFORMANCE TARGETS

Response Times:

• First Response Time: Maximum 60 seconds, target 30 seconds
• Auto-acknowledgement: Within 15 seconds (currently bot-generated)
• Chat Resolution: Maximum 12 minutes, target 8-10 minutes
• Takeover from bot: Within 30 seconds of trigger

Quality Targets:

• FCR (First Contact Resolution): 90%
• CSAT rating: 5/5
• Live Monitoring Coverage: 100% of active chats

📌 CALLBACK POLICY

When to Offer Callbacks:

• Technical issues needing screen sharing
• Billing disputes require a detailed explanation
• Complex configuration changes
• The customer prefers phone communication
• Chat session exceeds 15 minutes
• Customer expressing frustration

How to Schedule:

1. Offer callback during chat (only in the above cases)
2. Get customer agreement
3. Schedule within 2 hours (urgent) or same day (standard) (same time should be scheduled if customer asks for it or customer is frustrated or disappointed)
4. Provide reference number
5. Send a confirmation message

📌 HANDLING NON-RESPONSIVE CUSTOMERS

If the customer stops responding:

After 1 minute: "Sir/Madam, are you there? / Sir/Madam, are we still connected?"

After 3 minutes total: "Sir/Madam, due to no response, I'll need to close this chat in 2 minutes. However, I'll follow up with you via phone call within the next 2 hours to ensure your issue is completely resolved. You can also message us here anytime or call 81029 81029."

Final message (After 5 min total): "Chat closed due to inactivity. As promised, I'll be calling you within the next 2 hours to ensure your [specific issue] is resolved. For immediate assistance, call 81029 81029."

MANDATORY: You MUST call the customer within 2 hours to follow up.

OVERNIGHT & HOLIDAY CHAT HANDLING POLICY

📌 DELAYED RESPONSE PROACTIVE OUTREACH POLICY

Scope: All chats received during non-business hours (overnight) and holidays will be handled the next business day.Core Principle: Since we are already responding to customers with a delay, agents must proactively reach out by phone rather than continuing the conversation only through chat to provide a better customer experience.

IMMEDIATE ACTIONS FOR DELAYED CHATS

Step 1: Initial Response (Within first 30 minutes of shift start)

• Review all overnight/holiday chats in the queue.
• Send acknowledgement message: "Good morning [Customer Name]! I'm [Agent Name] from MyOperator support. I see you contacted us about [specific issue] yesterday/during the holiday. I'm calling you right now to resolve this immediately."

Step 2: Proactive Phone Outreach (Mandatory)

• Call the customer immediately after sending the acknowledgement
• Do NOT attempt to resolve via chat first
• Follow the standard 3-attempt calling protocol
• If no answer, proceed to WhatsApp outreach

Step 3: WhatsApp Backup (If phone is unsuccessful)

• Send a WhatsApp message from the CRISP platform
• Include: "Hi [Customer Name], I tried calling you regarding your [specific issue]. I'm available to help resolve this. Please let me know a convenient time to call you back, or call me directly at 81029 81029."



PHONE SCRIPT FOR DELAYED CHATS

"Good morning [Customer Name], this is [Agent Name] from MyOperator support. I apologise for the delayed response to your message about [specific issue]. I'm calling you personally to ensure we resolve this right away. I have your chat history here - let me help you with [specific problem] immediately."



PERFORMANCE TARGETS FOR DELAYED CHATS

• Acknowledgement Time: Within 30 minutes of shift start

• Phone Outreach Time: Within 120 minutes of shift start

• Resolution Target: 15 minutes from first phone contact

• CSAT Target: 90% (higher than standard due to proactive approach)



ESCALATION FOR DELAYED CHATS

If the customer expresses dissatisfaction about the delay:

• Immediate escalation to Team Lead

• Ensure follow-up call within 24 hours to confirm satisfaction

• Document this in customer notes.

📌 PROACTIVE FOLLOW-UP REQUIREMENTS

You MUST follow up by phone when:

• Customer disconnects without confirming resolution
• The technical issue was being discussed
• The billing query was incomplete
• The customer expressed urgency, then went silent
• The complex setup was abandoned mid-process

Follow-up Process:

1. Call within 2 hours for urgent issues (if the customer does not pick up the call, attempt 3 times) (At least 1 hour gap should be there in these 3 attempts)
2. Call the same day for standard issues
3. Use WhatsApp if phone is unsuccessful (if not able to connect on phone after 3 attempts, drop a WhatsApp from the CRISP platform only)
4. Document everything in the ticket system (send this email communication to the customer as well)

Phone Script:

"Hello [Customer Name], this is [Agent Name] from MyOperator. I'm following up on our chat about [specific issue]. I want to make sure everything is working properly, and you're completely satisfied. How is everything now?"

📌 CHAT CLOSURE PROCESS

1. Successful Resolution: 

Message 1: "Perfect! I'm glad we could resolve your [specific issue]. Is there anything else I can help you with today?"

Message 2: "Excellent! Thank you for choosing MyOperator. We appreciate your business."

Message 3: "For future assistance, contact us anytime at 81029 81029 or email support@myoperator.co."

2. Issues Require Further Action:

• Create a ticket immediately
• Inform the customer about the next steps
• Provide a timeline for resolution
• Schedule follow-up call 

📌 ESCALATION MATRIX



Escalation Process:

1. Inform the customer immediately
2. Provide escalation reference number
3. Set realistic timeline expectations
4. Ensure smooth handoff with context
5. Follow up to confirm resolution 

📌 TICKET GENERATION

Create a ticket for EVERY closed chat (handled by agent and bot both) with:

• BAN (from Visitor Data)
• Service Number
• Contact Person & Number
• Category & Classification
• Priority Level
• FCR Status (Yes/No)
• Summary
• Customer Sentiment (Positive/Neutral/Negative)
• Follow-up required (Yes/No) 

📌 TAGGING SYSTEM

Use appropriate tags for every chat:

Common Tags:

• Incoming/Outgoing Connectivity Issue
• Login Issue / Panel Related Issues
• User Addition/Deletion
• IVR Flow Edit
• Invoice/Billing Queries
• Recharge Request
• Renewal Pending
• Integration Required
• WABA Related
• Callback Scheduled
• Escalated to [Team]
• Customer Dissatisfied

Always include:

• Sentiment tag (Positive/Neutral/Negative)
• Resolution method tag
• Escalation tag (if applicable) 

📌 IMPORTANT REMINDERS

Communication Standards:

• Use English for all chats
• Ask one question at a time
• Never close chats abruptly
• Always follow proper closure protocol
• Be professional and empathetic

Security:

• Never ask for login credentials
• Request screenshots instead
• Verify customer identity for account changes
• Offer Zoho Assist for complex issues

Operational Requirements:

• Monitor 100% of active chats
• Document bot errors daily (see Bot Improvement Guide)
• Generate tickets for all chats
• Complete all required follow-ups
• Update performance reports daily 

📌 QUICK REFERENCE CHECKLIST

Daily Tasks:

Check overnight chat logs, monitor all active chatbot conversations, and intervene within 30 seconds when needed. Complete all required follow-up calls. Document bot errors and improvements. Generate tickets for all closed chats. Update daily performance reports

For Each Chat:

Monitor bot responses for quality. Take over immediately if the customer is frustrated. Provide a smooth handover with context, resolve the issue completely, confirm customer satisfaction, and generate a ticket with proper tags. Follow up if the customer went non-responsive

Before End of Shift:

Complete all pending follow-up calls. Submit bot improvement documentation, update performance metrics, resolve all ongoing intervened chats (If it is not going to be resolved, then a handover discussion with TL is required in writing)

📌 CANNED RESPONSES

Scenario:

Client comes to the chat platform and directly asks to call

Canned Response:

"Hello! Thanks for reaching out to us. This is our chat support platform, and I’m here to help with any questions or issues. Could you please share more details about what you’d like to resolve?"

Scenario:

Smooth takeover messages

Canned Response:

• Step 1 (0-10 seconds): "Hi [Customer Name], I’m [Agent Name] from the MyOperator Support Team. I’ve been following your conversation about [specific issue], and I’ll personally help you get this resolved right away."
• Step 2 (10-20 seconds): "I understand you’re trying to [specific action] and are facing [specific problem]. I’ll personally take care of this for you and get it resolved as quickly as possible."
• Step 3 (20-30 seconds): "I’ve helped other customers with the same problem. Here’s the first thing we’ll do. [specific first action]."

Scenario:

If a client has come to Crisp for queries,

Canned Response:

"Hi! Thanks for reaching out. I’ll do my best to get this sorted. From what I understand, [briefly restate their query]. Could you share [specific info needed, e.g., account ID/error message]?"

Scenario:

If a client has come to Crisp for information

Canned Response:

"Hello! Thanks for reaching out. I’m happy to help with any info you need. What specifically are you looking for today?"

Scenario:

Handling non-responsive clients

Canned Response:

• After 1 minute: "Sir/Madam, are you there? / Sir/Madam, are we still connected?"
• After 3 minutes total: "Sir/Madam, due to no response, I'll need to close this chat in 2 minutes. However, I'll follow up with you via phone call within the next 2 hours to ensure your issue is completely resolved. You can also message us here anytime or call 81029 81029."
• Final message (After 5 min total): "Chat closed due to inactivity. As promised, I'll be calling you within the next 2 hours to ensure your [specific issue] is resolved. For immediate assistance, call 81029 81029."

Scenario:

If a client comes on chat after business hours / on holiday

Canned Response:

1. If chat is in the open stage, "Hi [Customer Name], I’m [Agent Name] from MyOperator Support. Sorry, we missed your chat about [specific issue]. I’ll call you within the next two hours. If you’d prefer, I can assist here over chat as well."
2. If that client reached out to 81029 (via call or email), "Hi [Client Name], thanks for reaching out. Your issue has been resolved under ticket #[Ticket ID] by [Concerned Person’s Name]. We’re marking this chat as resolved. If anything else comes up, we're here to help."

📌 IMPORTANT INSTRUCTION

1. If a client has raised a query on a chat platform a few minutes before the shift time ends, the team needs to ensure that the query is handled without fail.
2. If there is an ongoing chat with the client and the shift time ends, the team member who is handling the chat has to properly close it.