Info center human click

From AFSWiki

Human Click (Instant Chat)

Human Click is what the Info Center uses to chat instantly. It is also called Live Person. http://www.humanclick.com/

Policy

Live person will be answered as soon as someone requests to chat by the person assigned to take inbound calls, by the Inbound back up, or anyone else logged into Live Person.

Procedures
1. When you go on inbound or are the inbound back up you need to be signed into Live Person. If you can not sign in, make a statement to the IC that you need someone to log out so that you can sign in.
2. Make sure that you have enabled the “auto pop up when incoming call arrives” by going into the chat section of settings.
3. Chats will be answered promptly with “Hello, how may I help you?”
4. Try to get the name of the person you are chatting with and add a comment to their file.
5. Give them the link to request info on-line if they are requesting information.
6. Give them the link to the on-line pre-app or form A when they has how to start the process to go abroad or to host.
7. Professional language will be used at all times.

Protocol

Live Person is to be used as a quick convenient way for interested parties to obtain information about AFS. Your salutation, responses to their questions or offers of information, and sign off will be cordial and professional.