Change Days/Slots in Routines
Note -
1. Buffer (Supervisor) partners are strictly prohibited in optin shifting cases involving slot changes, preferred pro changes, day changes, or usual pro changes. This rule applies in all situations without exception.
Buffer partners can be used in request level changes only .
2. When shifting opt-ins for any reason, some recent requests may exist before the future change. These must be handled at the request level, ensuring they remain assigned to the same pro, slot, and day as per the customer's preference
| Scenario | Change Days/Slots in Routines | ||
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||
| Canned Responses (Level 1) | I can understand that you want to change the day/slot time for the services under the routines | ||
| Agent Action 1 | "Agent to check for: 1. Preferred pro is on leaves/changed hub 2. Pro slots are available for the requested time | ||
| Sub scenario | PP is available for requested day/slots | PP is not available for requested day/slots or High Rated pro is available for requested day/slots | No pro is available |
| Canned Responses (Level 3) | Let me do the needful for you. Please confirm the time and date you would want professional for the services. | We regret to inform you that your preferred professional is not available as per your schedule. Would you like to change the date/time of your routines as per professional's availability? | We regret to inform you that there is no other professional available for the requested day/slots for the plan. Would there be any possibility for you to please keep the plan for the same time/slots? However we would request you to kindly get in touch with us in sometime, if there would be any feasibility in getting the slots available in near by future, we would be able to change the same for you. |
| Agent Action 1 | Assign preferred professional. Go to routines dashboard >> Change Preferred pro/slot >> Rebooking Provider/Search by Provider ID>> select the professional >> select date/time | Pitch for the available slots and assign preferred professional. Go to routines dashboard >> Change Preferred pro/slot >> select the professional >> select date/time | Make Changes as per VOC |
| Canned Responses (Level 4) | Your preferred professional has been assigned successfully on your routines bookings and you can check the same from your application. | Your preferred professional has been assigned successfully on your routines bookings and you can check the same from your application. | We Appreciate your understanding and cooperation in this regards. We have made the changes in your request as per our conversation. Changes will reflect in your app too. |
| Further Assistance | Is there anything else I can assist you with? | ||
| Closing | Hope we were able to assist you today. For Further support, please feel free to reach out. Thank you for choosing Urban Company! | ||