Live Chat SOP

Overview #

1. All live chats will start with the Chatbot on the MYDSS website. If the Chatbot determines the interaction requires a live person, then the interaction will be moved to a staff member.
   1. Prior to beginning the Live Chat:
      1. Staff member should review the Chatbot history of questions from the customer for the current day.
      2. If the Chatbot did not answer the customer’s question correctly:
         • Please send an email to FSD.IM.GenesysTeam@dss.mo.gov. Include in the email a screen shot of the incorrect response. (example below)

1. Please note failing to comply with the outlined SOP can result in disciplinary action and in duties being reassigned.
2. Case information, general information and case updates can be provided through live chat.
3. The goal of live chat is to answer customer questions, to process any changes reported by the customer, and add verification provided to the case without referring the customer to the Customer Service Center.
4. To align with First Call Resolution if staff are asked to hold by the customer to provide additional information through the upload portal to finalize the case and not pend, they will advise the customer they can wait 10 minutes.
   1. If the verification is received, staff will process the case.
      1. If the verification is not received, staff will advise customer that the verification has not been received yet and the customer can send a chat at a later time to see if the verification has been received.
   2. Staff should make collateral calls to obtain verification to process the case and not pend.
5. Staff should direct customers to online resources, mail or email options and only offer the Customer Service if that is the only option for the customer (ex. Interview is required).
6. Staff should adhere to all FSD policies and procedures, canned responses and the outlined scripts when answering client questions.
   1. Copy and paste the response to avoid errors.

Expectations #

1. Based on historical data, the expectation for average handle time per worker for the chat is 10-15 minutes.
   1. This metric includes talk time and after call time.

Responding to a Chat #

Greeting and Chat History #

1. Staff should be using the greeting canned responses to begin each chat interaction.
2. Staff should be viewing the chat history to determine why the user is contacting FSD.

Screening #

1. Staff member should follow Participant Screening SOP prior to discussing case information with all clients.
2. No case information can be provided without the customer verifying their DCN or SSN (either or, not both) as well as their date of birth.  This information is asked for you in the Greeting Canned Response.
3. If an authorized representative initiated the chat, staff should verify the authorized representative is on file for the customer.
   1. If the representative is not on file, staff cannot provide any customer information. We cannot verify the customer is giving permission to speak to another person via the chat.
4. Once that information is verified, staff should use the Greeting Part 2 canned response to ask for the rest of the information.

Canned Responses #

1. Canned response are like scripts. You can search through the responses by using keywords or by scrolling through all the possible responses.
2. You can copy and paste them into the chat or you can click on the arrow to move the response to the reply box.
   1. 
3. Staff should be using the canned responses as much as possible so there is consistency in the customer experience. If the canned response does not quite fit what the customer is asking, staff can respond with what does fit and free-hand the rest.
4. Staff should not use all caps when responding to chats

Closing a Chat Conversation #

1. When all questions have been answered, staff should use the “Ending Call” canned response.
2. If customer indicates all their questions have been answered, staff should use the “Goodbye” canned response.

End Message #

1. To end the message between you and the customer. You will click on the message icon with the line through it.
   1. 
2. This will bring up the Wrap up Codes similar to what we use on our other interactions.
   1. Remember to select a Wrap up Code then click done to complete the live chat interaction.

Current/Doc Template/EUMEMROL Comments #

1. Staff member should add claims for Live Chat interactions in Current as soon as the interaction starts.
   1. If identifying information was not received do not enter the interaction to Current.
2. MAGI cases will be entered into Current as an inquiry task with no contact as the resolution.
3. Doc Templates are only needed for applications and re-certifications.
4. EUMEMROL comments are needed for each interaction
   1. Comment Label should be “Live Chat” and the time of the interaction.
      1. EX: “Live Chat 11:09 am”

No Response Chats #

1. We will wait a total of 2 minutes for the customer to respond.
   1. After 1 minute of delay the worker should use the customer delay canned response, “It seems like you’ve had to leave our chat. I’ll wait another minute for you to come back.”
2. After the 2 minutes are up worker should use the customer delay canned response prior to ending the chat, “I haven’t heard from you in 2 minutes, so I’m going to end our chat now.”

Red Triangle/Error message #

1. When the customer minimizes or closes the chat window, staff will get a red triangle with “error on delivery message”.
   1. When this occurs, staff should follow the “No Response Chats” procedure.

Checking in With Clients #

1. When researching an answer to a customer’s questions staff should check in with the client every 3 minutes.

De-escalating a Chat #

1. Remain calm and do not take it personal.
2. Please try to calm the client and proceed in providing the appropriate services.
3. If the customer continues to be hostility use canned responses for de-escalation before ending the call.
4. Attempt three times to calm the client with the de-escalation responses before ending the call.
5. Follow Phone Specific SOPs to notify supervisor.

Supervisor Requests #

1. If a customer requests a supervisor, follow local procedures to notify the supervisor. The chat will then be transferred to an available supervisor.  Do not advise the customer a supervisor will call them back. The chat must be transferred to an available supervisor.

Interview Requests #

1. If the customer needs an interview follow the below:
   1. Case is in APP Status
      1. Staff should review COLDHIST to see if predictive dialer has already made an attempt for their most recent application.  If an attempt has not been made, let the customer know we will try to call them within 3 days of their application being entered into the system unless it has been more than 3 days since their application has been registered.
      2. If it has been more than 3 days since the application was registered and no predictive dialer call has been made, please notify Tennille Nelson with the DCN so it can be reviewed. Explain to the customer they can go into their local resource center or call the interview line to have their interview completed.  Explain the interview cannot be completed via chat.
   2. App has not been registered yet:
      1. Search for the application. If found, register the application and explain they will get a call from the predictive dialer tomorrow sometime between 7:45 am and 5:00 pm.  The call will come from 855 823 4908 but may show up as “Spam Risk” depending on their phone carrier.
      2. Explain if they’re not able to answer the call, they will have to call us back or visit a local resource center to complete their interview.
   3. Case has Closed/Rejected For Failure to Complete an Interview
      1. Explain the customer can reapply or request a hearing.
      2. Explain if they reapply, we will try to call them within 3 days of their application being entered into our system.
      3. Explain you cannot complete the interview via chat.
      4. Explain they can call or go into their local resource center to have their case re-opened as long as it is within policy timeframe.

Child Abuse Claims via Chat #

1. If a victim of child abuse text the Live Chat queue:
   1. BPT should ensure the victim is safe.
      1. Refer the victim to the Missouri Child Abuse and Neglect Hotline 1-800-392-3738
      2. Instruct the victim that they will be calling them to get additional information.
      3. BPT will call the customer and get the information to make a mandated report. BPT will make this report by creating an online account https://apps.dss.mo.gov/OnlineCanReporting/default.aspx
      4. Once this is complete email Nichole Conway and Tennille Nelson the date, time and phone number for the interaction.
2. For individuals calling to report abuse on others, refer clients to the Missouri Child Abuse and Neglect Hotline 1-800-392-3738.

Attachment Option #

1. There is an option on chat for users to attach documents. This feature has not been approved as an acceptable way to receive documentation.
   1. Staff should continue to refer clients to other means of providing verification; upload portal, fax or mail.

Multiple Customers on Chat #

1. If staff is assisting a customer and the customer advises they have another person with them who also wants to chat with them about their own case, the staff member will assist the second person with any issues they are encountering.
   1. Staff member should add claims for second chat interactions in Current.  This process will be followed when an AUTHREP, Public Administrator, Medical Provider, etc chats to check on multiple DCN’s.