INTERNAL: Class Chat Shortcuts

Using chat shortcuts

There are shortcut responses available for use in chats to allow you to respond faster and easier to the client

Shortcuts can be accessed by entering a forward slash (/) in the text box and typing in the key words. Select the response you wish to send and press "Enter".

Example:

Type “/anything” and the auto saved response will come up as “Is there anything else I can help you with at all?” 

Full list of shortcuts now available on Zendesk

Shortcut	Message
Reset MFA	Hello, thank you for contacting us regarding your account login issue, we can assist you with resetting the MFA. Could you please provide the username and the name of the Class Business you are trying to login? I will have to raise a request to our access controller group to reset the MFA.
Period update error	The period update process can fail to run for several reasons. If it failed, you would receive a message saying 'The following error occurred: error message' in a red box at the top of the screen. Hold on one moment please, I will request access to your business and run the period update from my end to identify the error and assist you with fixing it.
Brand Change	To process the brand transfer request, please provide the full fund name, existing brand name and the new brand name.
Transferring chat	Hold on one moment please, I will be transferring your chat to (agent name). You can stay online; I will just end the chat from my end and the new agent will join in the same window.
Access	I have requested access to your Class business to check this, if you could please hold a few moments
Fund Name	What’s the name of the fund please?
Business name	Can I please confirm your Class Business name/Business code?
On call	I can see you are on call with another agent, if you don’t have any further queries to be discussed on this chat, I will close this chat and we will keep your voice call ticket open. The ticket reference number is {ticket#}
System Issue	Thank you for contacting Class. We are currently experiencing a system issue, and this has been raised to our development team. At the moment we don't have an ETA as to when this issue will be resolved. The team is working on resolving this as soon as possible. In the meantime, is there anything else we can help you with at all?
Level two escalation	I will need to escalate this request to our level two support team. Once I have an update from them, I will email you the details.
Feature Suggestion	We appreciate your feedback and feature request, thank you for taking the time to share your feedback with us. Please submit the feature request through this online form link. https://www.class.com.au/feature-request/
Class help article	The following link is to the Class help article on this subject, it will provide you with the step by step instructions.
Contacting class	Good morning! Thank you for contacting Class, how can we help you?
anything	Is there anything else i can help you with at all?
away	It seems that you may be away. I will need to close the chat for now to assist others in the queue, however, feel free to re-open Live Chat if you require further assistance.
check	Let me go ahead and check this for you, if you could please hold a few moments
Close chat	Hello, {{visitor_name}}. It seems that you are away. I will have to close the chat for now, but if you need further assistance, feel free to contact us back. Thank you and enjoy the rest of the day!
Closing4	It was my pleasure. Have a great day!
Enjoy	You're welcome. Enjoy the rest of your day.
great weekend	You're welcome, have a great weekend!
Hi	Hi, how can we help you today?
idle1	It looks like you’ve been inactive for a while. Are you still there?
in_the_mean_time	In the mean time is there anything else i can help with at all?
just a moment	just a moment i will take a look for you.
morning	Good morning!
no	No worries ! :) Is there anything else I can help you with?
No problem	No problem, Is there anything else i can help you with at all?
No problem	No problem at all, have a great day!
please	Please give me a few minutes to check it for you
quickly	Let me quickly check this for you. Hold on please.
rating	If you wouldn't mind rating this chat before you go that would be much appreciated :)
returning	Welcome back. How can we help you today
waiting	Thank you for waiting {{visitor_name}}!
welcome	You're welcome. Is there anything else I can assist you with?
well	That's good to know. I am doing well, thanks! How may I help you?
would	Would you like me to check anything else for you?
you're welcome	You're welcome. Have a great day :)
you're welcome	You're welcome, have a great afternoon!