[VISITOR STARTS CHAT]

Hi, my name is [OPERATOR FIRST NAME]. Can I help you with anything today?

[VISITOR STATES REQUIREMENT - CHECK IF THEY'RE A MEMBER IF IT'S NOT CLEAR]

[IF THEY ARE INTERESTED IN BECOMING A MEMBER, USE THE KB ARTICLE 'Membership information' IN GENERAL FAQs]

[IF THEY ARE MAKING A GENERAL ENQUIRY AND WANT TO SPEAK TO SOMEONE, OR ARE NEW AND NEED SOMETHING WE CAN'T HELP WITH]

OK. I can get a member of the team to contact you to discuss this. If could I take your name, email address and telephone number, we'll be in touch asap.

[VISITOR GIVES NAME & CONTACT DETAILS]

Thanks for giving me all that information, [VISITOR FIRST NAME]. We’ll be in touch asap.

[VISITOR SAYS THANKS/CONFIRMS]

You’re welcome. Thanks for visiting!