CX Canned responses Templates

Owned by Katlego Taaibos
Last updated: Aug 08, 2024 by Buhle Nyawo
7 min read

  1. Undefined error message

Good day, [Customer Name]

Kindly note that the Undefined error in Excalibur 4 is directly related to the user's Headphones.

  1. Please have the user plug in their headset and make sure that it is plugged in firmly.

  2. Please also make sure that the headphones are allowed in the Webpage’s privacy settings.

  3. If the issue persists, please plug out their headsets and plug it in, please also test the USB ports and use a working one.

  4. If the undefined error is still showing, please replace the user's headphones and if that doesn't work please have IT troubleshoot the headset issue.

  5. Kindly also make sure with your IT that the Privacy settings as well as the microphone’s input settings are correct and not muted.

  6. After each of the above please restart Excalibur.

Please advise on the outcome.

Kind regards,

  1. FutureSoft assisting

Good day, [Customer Name]

I hope this message finds you in good health.

I would like to inform you that we have taken the necessary steps to address your concern by involving FutureSoft. Their expertise will be invaluable in resolving this matter efficiently.

Rest assured, we are fully committed to ensuring that your issue receives the attention it deserves. We understand the importance of timely feedback and will provide updates as soon as they become available.

Thank you for your patience and understanding.

Best regards,

  1. Waiting feedback Upstream provider (Futuresoft)

Good day, [Customer Name]

I tried calling but could not reach you.

We are intensively working on your ticket.

Kindly note that we are still awaiting further feedback from FutureSoft.

We will provide you with additional information as soon as we can.

Thank you for your unwavering patience as we solve the matter.

Best regards,

  1. Waiting upstream provider

Good day, [Customer Name]

I hope that you are well.

I would like to provide you with an update regarding the status of your ticket.

We would like to inform you that we are awaiting feedback from our upstream provider, however, I want to assure you that they are actively working to address it.

Rest assured, we will keep you informed and provide an update as soon as we receive feedback to share with you.

We genuinely appreciate your understanding and patience during this process.

Kind regards,

  1. Require more time from the client: 1

Good day, [Customer Name]

Thank you for your patience.

Upon reviewing your ticket, we have identified the delay in attending to your ticket and have taken immediate action to rectify the situation. Our team is now fully engaged in resolving the matter and ensuring that your request is addressed promptly.

Further feedback will be communicated with you as soon as possible.

Kind regards,

  1. Require more time from the client: 2

Good day, [Customer Name]

I hope that you are well.

I wanted to inform you that our senior engineers are actively investigating this issue at hand,

Rest assured, we will promptly get back to you as soon as we have feedback.

We appreciate your patience regarding this matter.

Best regards,

  1. Importance of a clients ticket

Good day, [Customer Name]

I hope all is well with you.

Kindly be assured that the engineers are still actively working on your ticket and haven’t overlooked your request.

Based on the complexity of the issue, we anticipate having a substantial update for you soonest. However, please note that this is an approximation, and we will strive to keep you informed of any significant developments.

Thank you for your patience.

Kind regards,

  1. Whitelist IP message for clients who are not exempted

Good day, [Customer Name]

I hope this message finds you well.

Please be advised that we are no longer whitelisting IP addresses, due to the security risks that come with it as outlined below: 

Security Vulnerabilities: Continuously adding new IP addresses to the whitelist increases the attack surface. If any of these addresses are compromised, it can potentially grant unauthorized access to your systems.

Administrative Burden: Managing a growing list of whitelisted IPs can become cumbersome, leading to administrative overhead and complexity.

Dynamic Environments: In dynamic environments, such as remote working or where IP addresses frequently change, constant updates to the whitelist might be impractical or ineffective.

Misconfigurations: Human error in managing or updating the whitelist can inadvertently expose systems or block legitimate access.

To mitigate these risks, consider implementing the following solutions:

Use VPNs or Secure Tunnels: Encourage the use of secure VPNs or encrypted connections instead of relying solely on IP whitelisting for access.

 Static IP solution: Reliability: Static IPs provide a consistent address for devices or services, ensuring stable connectivity for critical systems.

Easier Access Management: For services requiring consistent access (like servers), using static IPs simplifies access control through whitelisting or firewall rules.

Facilitates Remote Access: When remote access is needed, static IPs simplify configuration and security measures, like VPNs or remote desktop connections.

Should you need any further assistance or require any clarity, please do feel free to contact us.

Kind regards,

  1. Waiting client response: 1

Good day, [Customer Name] ,

I trust this message finds you in good health.

Could you please take a moment to review [engineer’s name] response?

Your invaluable insights and guidance on this matter would be greatly appreciated.

Thank you and best regards,

  1. Waiting for client response: 2

 

Good day, [Customer Name]

I hope this message finds you well and doing fine.

I wanted to kindly request that you take a moment to review [] response and share your valuable feedback on the matter.

Your input and insights are highly appreciated and will be of immense help in moving forward.

Best regards,

  1. Received feedback from Upstream provider

Good day, [Customer Name],

I hope this message finds you in good health.

I wanted to bring to your attention that our engineer has received feedback from our upstream provider regarding the matter, and they are currently in the comprehensive stages of resolving it.

Please be assured that we will keep you promptly updated with any further developments.

Best regards,

  1. Require more time from the client

Good day, [Customer Name]

I am writing to inform you that we are currently working on your ticket and diligently addressing your inquiry. Our team is fully committed to resolving your issue and providing you with the best possible solution.

We understand the importance of timely updates, and I assure you that we will keep you informed of any progress made. Rest assured that your concern is receiving our utmost attention, and we are working diligently to resolve it as quickly as possible.

We greatly appreciate your patience during this process. We understand that waiting for a resolution can be frustrating, and we want to assure you that we are doing everything we can to expedite the resolution and provide you with a satisfactory outcome.

If you have any further questions or require additional information, please do not hesitate to reach out to our customer support team. We are here to assist you and ensure that your needs are met.

Once again, thank you for your understanding and patience. We value your business and remain committed to providing you with excellent service.

Kind regards,

  1. Porting request from client response

Good day, [Customer Name]

I trust you are well.

Please see attached the necessary documents for the porting process.

Please insert your company letterhead and complete the relevant fields.

Please return the signed copies, together with the below

Supporting docs:

The latest Invoice from the Current Service Provider
Director’s ID
LOA (attached)
GNP (attached)

Once received, I will submit a ticket for porting to start the process.

Please feel free to contact me should you require any further information.

Best regards,

  1. IVR Close/Open lines confirmation

Good day, [Customer Name]

I trust you are well.

Kindly note that we have tested the lines and can confirm that they are [closed/opened] as requested.

Best regards,

  1. PR comm after M.E., RFO still in progress

Dear Valued Customer,

We hope this message finds you well.

We wanted to assure you that we have not overlooked the importance of providing you with the RFO concerning the incident on [dd/mm/yyyy]. Our team is diligently working on drafting this report, although the process is taking longer than expected.

Please be assured that we will keep you informed with progress updates as soon as they become available.

Thank you for your continued patience and understanding.

Yours sincerely,
Ops Team

  1. Jira Customer Portal Access

Good day, [Customer Name]

I trust you are well.

Please be advised that we have granted you access to log tickets via our Jira Service Management system.

I have attached a step-by-step guide to help you access the customer portal guide.

Please follow the instructions provided and if you have any questions please do not hesitate to contact us.

Please find attached link to access portal.

https://tforge.atlassian.net/servicedesk/customer/portals

Looking forward to your response.

Kind regards,

  1. Jira Customer message to streamline requests on Portal

Good day, [Customer Name]

Thank you for your email.

Kindly note that we have logged a ticket in the interim: [ticket link]

Please be advised that further feedback will only be provided via the ticket.

In an effort to streamline our support and ensure that your concerns are addressed promptly, we kindly request that all technical-related issues and inquiries be channeled through our official Customer Support Portal. This approach allows us to maintain a comprehensive record of your queries, monitor our response times, and ensure that each issue receives the attention it deserves.

Please find attached link to access portal.

https://tforge.atlassian.net/servicedesk/customer/portals

Looking forward to your response.

Kind regards,

  1. Customer feedback after call attempt

Good day, [Customer Name]

Thank you for taking my call.

As per our telephone discussion, we will wait for you to provide feedback as soon as you can.

Best regards,

 

  1. ME Update Script

Dear Valued Customer,

We understand the importance of keeping you informed about the incident on the [dd/mm/yyyy].

Our team is working diligently on finalizing the RFO report, even though it's taking longer than anticipated.

Rest assured that we will keep you updated on our progress as soon as possible.

Thank you for your ongoing patience and understanding.

Warm regards,

Ops Team