Subject: Update & Changes
From: Ashwinee Latchayya <[email-masked]>
To: "ARCHIT AGARWAL" <[email-masked]>, avinash chauhan <[email-masked]>, ilma khan <[email-masked]>, rahul gautam <rahul.gautam @lsmindia.com>, Sumit Sinwal <[email-masked]>, maher lsm <[email-masked]>, Yassin Alkassar <[email-masked]>
Date: Mon, 23 Nov 2020 08:36:50 -0700 (MST)

Hi everyone, 

See below some updates and changes made to the canned responses as requested by Audi / VW client. 

Canned responses modification. 

1 - #name - Can I take your name and contact number please? (no need to ask first and last name in one sentence. If the customer doesn't provide us with the last name, we can ask them for the last name' 

2 - #email - Can you please share your email address? ( #phone has been removed and replaced by #email) 

Update: 

1 - City 
There is no need to ask the customer to confirm his city anymore. 
That will directly appear on the chat details on the right side. However, if you see that the customer is browsing a different website and the IP is different from that website, then yes please confirm the city. 

2 - Last Name 
Audi / VW prefer that we use the term 'last name' and not surname. I have changed the canned responses. 

3 - Test drive time 
If a customer only provides us with a date but doesn't provide us with a time for 'test drive' , please select 09:00 as the time. 

Let me know if you have any doubts. 

Kind Regards, 

Ashwinee L 
Account Manager 
Skype : live:ashwinee_9