When helping customers, there will be many situations where you'll need to complete an action to assist them.
For example, you may need to unsubscribe them from a mailing list, cancel their order, change their address, update their order, etc.
While our platform will guide you through taking these steps, it's important that you always complete the action BEFORE replying to the customer.
For example, if canceling an order, you should make certain you've canceled the order and received confirmation of such before you tell the customer. Otherwise, you risk telling the customer that you'll do something that cannot be done.
This also applies if you need to ask a Specialist for help with something. For example, if you need a Specialist to change a customer's address, you should confirm that they were able to make this change before informing the customer.