[VISITOR STARTS CHAT]

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

[VISITOR STATES REQUIREMENT - THEY NEED TAX ADVICE, TELL THEM TO USE THE SEARCH TO FIND AN ADVISOR]

Have you tried using the search facility at the top of the home page? Just pop some key tax words into the box that asks “What’s your tax problem about?”

[PAUSE 10 SECONDS]

We cannot offer tax advice via live chat. You’ll need to contact one of the advisors you find via the search.

[PAUSE 10 SECONDS]

If you want someone based near to you please add your full postcode into the optional postcode box. Then click the green FIND button on the right. 

[IF THEY'RE A TAX ADVISOR AND WANT TO BE ON THE WEBSITE]

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

[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!