[VISITOR STARTS CHAT]

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

[1 IF VISITOR IS ASKING ABOUT AN EXISTING ORDER]

Could I take your order number please?

[VISITOR GIVES ORDER NUMBER]

Thanks. Can you also confirm your name and email address and someone from the team will be in touch with an update asap.

[2 VISITOR STATES REQUIREMENT - ANSWER THEIR QUESTIONS AND HELP THEM CHECKOUT]

[3 IF THEY WANT SOMETHING ELSE, OR ARE INTERESTED IN WHOLESALE, TAKE DETAILS]

OK, I can get a member of the team to contact you regarding this. If I could 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!