We can call TPS without getting the customer on the line if it's an easier question that they can immediately assist with.

These are the appropriate Help Chat communication guidelines:

Where I Looked - Help Needed - Attempt to Locate - Transfer Details

According to Grainger.com, we have chat coverage on weekends.

There are some dedicated teams we do not directly warm transfer the customer to.

The automated Fair will be sent 4 minutes after the last message sent by the Team Member.

We send our CSP quotes to Help Phone to handle.

Customers cannot provide their credit card information via chat. The system will censor it.

You must always update your phone AND Omni-Channel when going into a different activity.

In Hybris, we can provide people Net30 terms on their account.

Asking clarifying questions is part of the Connect portion of the chat flow.

Some common indicators of potential fraud are copy & paste differences and/or emails with different endings.

The only resource we have at our fingertips is the Team Member Launchpad.

We do not need to keep professional language within our chats.