New Features Guide 2/26

If a user asks about the security of our payment system, what should you do?

Tell them we use an encrypted program

Use the //encrypted script

Tell them you'll reach out to an admin to explain

After a user enters their payment info what is the first thing you should do?

Change the icon to be your own face instead of Amber

Introduce yourself and ask to catch up on the situation

Start the timer

If you want to /toss a room as Amber you should first make sure someone can take over.

True

False

After a call with a new user you should leave notes about how the call ended

True

False

What should you make sure to do before writing the 'manage expectations message'?

Use the //immediate script

Ask them what they want help with

Ask them if they're ready to start a session

What command would you use to get a users/clients to enter their email (if not already on file) and to (automatically) send them an access link? Please write the command as you would on the site

How do clients pay for sessions with the new update?

With their credit card

With hearts

Can a Trial Session be cancelled?

Yes

Within how many minutes can the minute Trial Session be cancelled?

Within the first 1 minute

Within the first 5 minutes

Before the end of the session

It can't be cancelled

If you want to cancel the trial session and need to adjust the timer by 5 minutes (-5 minutes) what would the full command look like? Please type it in as you would on the site. (You want to adjust the time by subtracting 5 minutes to the time that has passed)

In a Trial Session the timer auto-pause after the (5 or 10) minutes are up

True

False

If a client doesn't want to continue after the minute trial, the coach should end the session and write notes

True

False

If you want to cancel the trial session you should press "end" (/end) after pausing/adjusting the time

True

False

To continue into a "fluid session" after a trial session the coach needs to press "end" (/end) to end the trial before starting the Fluid Session

True

False

To continue into a Fluid Session FROM A TRIAL SESSION what does the coach have to do?

Press Start

Let the client know they need to buy a success bundle (because they'll have 0 hearts)

The trial session will continue into a fluid session

Where can clients buy bundles of hearts?

In their Account Settings (In User Menu)

In Success Bundle (In User Menu)

In their My Settings (In User Menu)

How many times does the client need to click the confirmation button to buy a bundle?

1 time

2 times

Seeing this image means that the client bought a Sage Bundle

True

False

How can a client/coach tell that a bundle was bought? Click the one(s) that apply

By seeing this

The pricing display will show the currency rate based on the user/clients location

True

False

Who can buy bundles of hearts for the client?

Only the client can buy bundles for themselves

A client and a coach can buy bundles for the clients

How can a coach buy bundles of hearts for a client?

By clicking the "credit card" on top left of page

By clicking the "hearts" on top left of page

By going into the clients "My Account"

Bundle prices are the same for all users/clients

True

False

Where can a coach see the prices for a certain users bundle?

By clicking "My Account"

By clicking the "hearts" at the top left of the page

By clicking "My Settings"

What if a client asks about purchasing fewer hearts than the 100 minimum?

Let them know that its possible and reach out to an admin

Let them know that we currently only support a minimum purchase of 100 hearts

It depends how much they've spent already. If they spent more than $200 then it is possible.

How can a client request to start a Fluid Session?

By clicking "My Chatroom"

By clicking "Success Bundles"

By clicking "Get Coaching"

If a user thinks we're a scam, what should we do?

Tell them we're not a scam

Use the //legit script

Give them our yelp page

When posting in #techsupport what should you do?

Have patience

Tag @liron

Tag @channel

Tag @channel + @liron

Leaving messages in channels without tagging who you're trying to reach out for will get you instant results anyways because everyone gets notifications

True

False

If you're trying to see whether someone that is /available can take a coaching session, what should you do?

Tag @channel

Tag @here

Leave message on channel without tagging anyone

Do coaches/admins get notifications on channels if they dont get tagged?

Yes

If you want a coach/admin to see your message what should you do?

Post it in the channel

Post it in the channel and tag those who should be tagged

You should /brb the last 15 minutes of your shift so that the autobid takes it into account

True

False

If a user asks why they need to enter a valid payment method to get the free trial, what should you do?

Tell them that to get the free trial they need to enter a valid payment method

Use the script //why payment

Act as Monica and tell them that this is how our system works

What should you do with the answer that is given by a user when using the //immediate script?

Read their answer and acknowledge it

Use keywords from their response in your "ME" message (Manage Expectations)

Tell them you understand and can help

With the new lauch, if a user closes the payment wizard you should immediately use the //hesitation script

True

False

After how many minutes of being idle does a coach go auto-away?

15 minutes

5 minutes

10 minutes

They dont go auto-away anymore

If there's some ambiguity about whether a user/client is suicidal, what should the coach do?

Tell the user/client we cannot help them

Use the command /crisisAgreement

Continue helping them as you normally would since you aren't sure if they're suicidal or not

For clients that came for a session during the first launch (timed sessions), what should the coach do?

No need to do anything until they ask questions

Use the //launch("New Pricing Launch")

Use the //launch (“New Pricing Launch #2”)

If a user/client said they have attempted suicide in the past 3 weeks, what should a coach do? In what order should the following go?

Let them know they can't help and say the following: I am sorry but we have a policy where we cannot provide our coaching service to anyone who has attempted suicide within the past 3 weeks, do "/Crisis" command, then "/transfer lior"

Use "/crisis" command then "/transfer lior"

For a new phone user, after letting them know about the service, what is the first thing you should ask?

Their age

About their situation

For their CC info

It is now okay to have a mini consultation over the phone for new users

True

False

After telling the user about how the service works and the user agreeing to start the trial, what should you do next?

Get their CC info

Tell them you have a couple of questions before you get started

When should you ask a phone user for their age?

After telling the user you need their CC info to activate the free trial

After explaining the service to the user

After you get their CC info

How can a coach activate a phone users free trial?

By clicking the credit card icon and click the "free" button for the free trial card

By clicking the hearts icon and click the "free" button for the free trial card

When setting up a phone users free trial card, what info do you need to get? Select all that applies

What if a user wants to use Paypal?

Get their paypal username/password and log it in for them

Tell the user: "You can use PayPal, however you’d have to do it through our site. Would you like to do that?"

If a user wants to pay with Paypal, what should you send them to get them onto the site?

/magiclink visible

/Pitch

Copy and paste the URL into the text box

Once the new phone user sets up their paypal account, what should you do? Select all that applies

Tell them they're all set up and can call back the same number to start

Do /expectcall

If a phone user asks about how long a typical session is what should the coach say?

"A typical session is about 20-30 minutes"

"A typical session is about 20-30 minutes. And you can talk for as little or as long as you'd like"

What do you think of the new launch?

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