⚡ Quick answer -

1. Start with a clear apology for the inconvenience.
2. Probe for three critical details: 
1. The exact issue the client is facing.
2. Whether SMS is failing at one end or both ends. 
3. How long has the problem been occurring?
3. Inform the client that you will check the issue and provide an update within 24 hours.
4. Once the root cause is known, relay the findings to the client and address the waiver request accordingly.
   

When should I use this guide?

Use these steps any time a customer reports that After-Call SMS is not working and explicitly asks for a waiver.

1. Prerequisites 

• Access to the customer’s account details and SMS logs.

• Ability to create or update a support ticket.

2. Step-by-step support workflow 

1. Acknowledge & Apologise - “I’m sorry for the inconvenience caused by the After-Call SMS issue.”
2. Probe for details (see table below).
3. Confirm investigation window - “Let me check the issue to understand why your After-Call SMS is not working. I’ll get back to you within 24 hours with an update.”
4. Create a support ticket
1. Include all probed answers.
2. Flag the ticket as “After-Call SMS – Service Interruption.”
3. Note the waiver request in the ticket comments.
5. Diagnose & update
1. Review logs, settings, or escalate internally.
2. Provide the client with an update (resolution or next steps) within the promised 24 hours.

3. Probing questions

4. When will this NOT work?

• If the client does not provide the required details, the investigation may be delayed.

• Updates promised beyond 24 hours breach the agreed timeline.