Common Chat

Chat Templates
NEVER MISS : - APOLOGY , ACKNOWLEDGEMENT , ASSURANCE



Opening 1	Welcome to Urban Company ! I'm " " , How may I assist you today?
Opening for Reopen Chat	Thank you for contacting……………My name is…… Please allow me 2 minutes while I look into the previous interaction and help you accordingly.
First Apology	I apologize for the inconvenience caused to you, please be assured I'll surely help you with the same.
When unable to connect with customer	We sincerely apologize for not being able to reach you earlier owing to the high demand; rest assured that we will now address your problem as soon as possible
Asking Bank Details	In order to proceed your refund, we would require your bank details. For that I have sent you an SMS which contains a link, I would request you to please upload the details- A/C No. IFSC Code, A/C Holder Name and Bank Name
After CNR 3 - Must use canned/SMS	We regret to inform you that the chat window is being closed as there is no response from your end. If your query is not addressed, I would request you to re-initiate the chat from the application. Our chat service is available from 6:00 AM to 12 midnight.
When we can't do anything (Polite deniel / illegitimate demand)	I know today I wasn't able to provide you with what you needed. But trust me I tried my level best to assist you.
When customer is not responsive 1	Are we still connected? Please reply to this thread to keep the conversation active.
When customer is not responsive 2	Since you are unresponsive over the chat, let me connect with you over the call for a better resolution
When agent response is late	Yes, I am here and I am working on your concern with utmost priority.
Conferrence Call	To help you better with your concern, allow me to setup a conference call between you and the professional. This will help avoid any further discrepancies and ensure clear communication.
When agent offers Credits or NEFT	Usually, the amount gets credited instantly but sometimes it takes up to 24 hrs to get credited. Your patience will be highly appreciated in this regards.
Customer not responding on chat and call both	As you are not reverting on chat and call hence we are resolving your concern feel free to re-open the conversation.
closing after the call	As discussed over call, we are closing this chat session. Thank you for connecting with Urban Company! Have a great day ahead.
Acknowledgement	Thank you for sharing the information, please allow me a moment to check on this.
Assurance	Please be assured, I'll definitely help you with the same.
Apology 1	I am sorry for the inconvenience caused to you, certainly this is not what we want our customers to experience.
Apology 2	I apologize for the unintentional error and we assure you that this type of error will not occur again. Please consider this as an exception and give us a chance to serve you better in future.
Empathy	I can understand your disappointment in this regards, If I would be at your place, I would have felt the same.
Hold ( while calling PX)	I'd request you to please allow me 2-3 minutes to make a call with our professional to check the same and get back to you with better resolution.
Hold 1	I'd request you to please be on hold while I review the information you have provided, your patience & cooperation is greatly appreciated.
Hold 2	Would you mind waiting for 1-2 minutes while I look into this for you?
Unhold	Thank you for your patience, I'm so sorry to keep you waiting.
Buying time from CX	This is taking longer than expected, please allow me a minute to get back to you with all the details. Thank you for your patience and understanding.
Partner's Feedback	Thank you for sharing the concern, I'll make sure to forward this feedback ahead so that neccessary action can be taken accordingly to avoid such situations ahead. Please consider this as an exception and give us a last chance to serve you better.
Polite Denial	Since you are a valuable customer for us I would love to do the same for you however, we have some obligations & policy which doesn't allow us to do so. I hope you understand the same, your understanding and cooperation is highly appreciated.
When cst ask to assign a good rated pro OR Preferred PX	I'd like to inform you that assigning a professional is an automated process, we can't assign any professional by his/her ratings, reviews, religion, cast or vaccination status, however, please rest assured that the assigned professional would surely provide you a satisfactory service.
Booking Confirmation 1	Are you referring the same booking on which you have raised the concern ?
Booking Confirmation 2	Could you please confirm that you're referring to "Salon at Home" booking which you have received on 14th March 2022 at 4:00 PM?
If cx is unresponsive post further assistance	I've noticed you have been away for quite some time, I will have to close our chat. If you need any further help, we’re at your service. Have a good day !
If cx is unresponsive post further assistance
Unresponsive during the chat	Since you have been idle for the last 2-3 minutes I'm temporarily closing our chat, in case of any query you can re-open the chat. We will be glad to help you over the same.
Important Lines	It takes me a great deal of embarrassment that the fault was done on our part and it caused a major loss to you.
	I genuinely care about how you are feeling right now and will do my best possible to help you
	The feedback is taken very positively and will be used to improve our services in a better way in future.
	I would definitely give you the assurance that your feedback is valuable for us and assure you that it will not be repeated in the future.
	I sympathize with how difficult it would be for you to work in so much pain and I am sorry for the same, please be assured that this type of error would not be repeated again in future.
	I accept that what amount I am offering you is not going to heal your pain but as a token of apology from my side what best I can do is (-- UC Credits or amount), If you allow me can I proceed with it?
	Please do not worry. I am reviewing your previous conversation. Please bear with me.
	I understand how frustrating it would be for you as you have been waiting for many days.
	I really value your money and time as I can relate to the hard work we do to earn them.
Refund	As I can check, I'd like to inform you that the refund of Rs.xxxx has successfully been initiated from our end against transaction ID12345678 on dd/mm/yyyy at 00:00:00. Please be informed that it may take up to 7 business days for the refund to reflect in the source account (excluding Saturdays, Sundays and bank holidays).
Refund
Refund Mode Confirmation	Do you prefer refund into the Urban Company wallet or your bank account ?
Reschedule Confirmation	I've rescheduled your booking on your request for the given time, you will get the confirmation in the application as well.
Reschedule Confirmation	Thank you for confirming the same, will reschedule your request for the given time you will get the confirmation in the application as well.
Reschedule	You can reschedule the booking from your end by following the below mentioned steps : Open UC App >> Bookings >> Select the Booking you want to Reschedule >> Select Reschedule >> Select Preferred Slot
Cancel	You can cancel your booking at your own by following the below mentioned steps : Open UC App >> Bookings >> Select the Booking you want to Cancel >> Click on Cancel
Discount limit over / Membership discount not applied	As I can see your membership is valid till dd/mm/yyyy, however, as per our fair usage policy the total discount you can avail is limited to 7 times membership price you paid.



Product Quality	Please understand that our professionals are instructed to use the same product which is in the application while delivering the service, but if you face certain product issue let me check this with the professional and get back to you.
T&S Escalate 1	In this case, I have raised your issue to the concerned department, they will give you a follow-up call within 15 Minutes and surely help you with the same.
T&S Escalate 2 (Theft - Only if cst have proofs)	For better resolution on the mentioned reason, I've highlighted this to th relevant team and they will get back to you within 24 to 48 hours. Your understanding & cooperation is highly appreciated.
Payment Failure / Tech Issues	Please accept our sincere apologies for the inconvenience caused to you. Since we are experiencing technical issue at our end, I would request you to please place a fresh booking by using another payment method.
	Due to a server connectivity error, the payment didn't go through. The refund of [Amount] has been initiated and the same will reflect in your source account within 24 to 48 hrs. However, it may take up to 5-7 working days as per RBI guidelines.
	Please allow me some time to check the details in this regard. Meanwhile, please confirm if any amount has been debited from your account.
Payment Failed / Didn't receive at UC	As I have checked the transaction had failed, due to which the payment didn't go through successfully. We regret to inform you that you would have to check with your bank regarding the same since no payment has been received at our end. In case of any deduction was done from your source account, that has to be credited back within 5-7 bank working days.


Refund TAT over / CX not received	In case it has been more than 5-7 business days, we kindly request you to get the same validated with your respective bank.
Refund TAT over / CX not received	Thank you for your patience. As we can check, the refund was processed on ________ for Rs. ________from our end. Due to some technical issue, it could be possible that it is stuck at the You can use the RRN number __________ to check the refund status with your bank.
Payment Summary Image	For your reference, we are sharing the screenshot of the payment history available against the booking mentioned below.
Profanity	We would request you to not use any profanity as this is a professional chat.
Profanity	It's a professional chat that is being saved because of quality & training purpose, We request you to refrain from using such words so I can help you with the same in a better way.
Closure - Where resolution is provided	We're glad we could assist you with your query. If you have any further questions or concerns, please don't hesitate to contact us again. Our support team works from 6 AM -12 midnight. Thank you for choosing us as your service provider. Have a great day ahead!
Closure - For Adamant User/ resolution not provided	Quite a pleasure to assist you. Please feel free to contact us, if you require any additional support. Thank you for contacting UrbanCompany. Have a great day ahead!
Payment pending / Paid via cash	I would request you to please open your Booking details and proceed further then you will able to see the "Booking summary", going forward a tab would appear for "Payment Summary" >> click on "I paid via cash". Your payment pending option will be rectified.
Pro denied the service	Apologies that we could not serve you….., Allow me 2-3 Mins to contact the professional and understand why he was not able to serve you
Pro reaching late	I apologize that the booking could not start on time. Allow me 2-3 Mins to contact the professional and understand the reason for this delay
Cancellation Charges	Since you have cancelled the request within 3 Hrs of the booking time. Hence, an additional fee of Rs 50 has charged as cancellation charges as per our policy
Cancellation Charges before 2 Hrs	We regret to inform you that due to some technical misunderstanding, you have been erroneously charged with a cancellation fee. Therefore, we will be initiating a refund in your UC wallet. The same will reflect in your source count within 24 hours.
Cancellation charges if UC at FAULT	Apologies for the same , would like to inform you that cancellation charge is applicable if any booking get cancelled within 3 hours of your booking time, however since the error is from our side will be initiating the refund of Rs. 50 in the form of UC credits in your UC Wallet and the same will be credited to you within 24 hours.
Cancellation charges if UC at FAULT
Gift Card not being applied	We sincerely regret the inconvenience caused to you while availing of the Gift Card. To help you in a better manner would request you to provide us with some details related to the issue like - 1. Error Message while applying for the gift card 2. Error Screenshot


NR Ticket not created	Apologies for the inconvenience caused to you. Would like to inform you that due to high surge in demand the professional is not assigned on your request.
NR - if cx is adamant	We understand your concern and we always aim to provide a customer sterling experience & we’re sorry if we missed the mark here. However, our team is working on your concern rest be assured we will share the update with you at the earliest.
Connecting Cx over the call	Let me connect with you over the call, to assist you better
Payment captured twice / technical glitch	Since we have received both the payments, we are initiating the refund from our end and the same will be reflected in your source account within 24 to 48 hrs. However, it may take up to 5-7 working days as per RBI guidelines.
Payment captured twice / didn't receive by UC	As checked, we have not received the payment twice at our end. Would request you to get in touch with your respective bank for further details.
Payment captured twice / didn't receive by UC
Membership Discount Non-Refundable	As I can see you have subscribed for Plus Membership since it gets linked with the account once you place an order on our platform. The membership is a non-cancelable, transferable and refundable transaction and the same is also mentioned on our app/website. A host of benefits are included in UC Plus Membership :- 1. Discounts on every service. 2. Top-rated plus professionals assigned to every service. 3. Prioritized customer support.