[VISITOR STARTS CHAT]

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

[VISITOR STATES REQUIREMENT - TRY TO ENCOURAGE THEM TO BOOK]

[FIND OUT WHICH CITY OR BUILDING THEY ARE INTERESTED IN, IF NOT ALREADY STATED]

You can book a room online here [GIVE LINK TO BUILDING].

[IF YOU CAN’T HELP AND THEY NEED SOMETHING AND LOOK LIKE THEY’LL BOOK, TAKE DETAILS]

OK. So I can get a member of the team to contact you, could I take your name, email address and telephone number?

[WE MUST GET EMAIL ADDRESS AT THE MINIMUM! IF SOMEONE ONLY GIVES A NUMBER, THEY MUST ALSO GIVE AN EMAIL ADDRESS]

[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!