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What should I do if an incoming chat is blank?

221 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Feb 07, 2023    New Session Technical Difficulties

 

If you or other service providers receive one or more incoming chats that are blank on your shift, follow these steps:

  1. Pick up the chat as you would normally
  2. Communicate the issue to the patron
    • Greet them and let them know that their chat came in blank
      • For example, you might say something like: "Hi and welcome to AskAway! Due to a technical glitch, I wasn't able to see your initial message or question. Can you please send it again?"
  3. Report the issue to the AskAway Admin Centre
    • Include screenshots and relevant details to help us report and troubleshoot the issue