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Customer SupportUpdated 10/11/2025·2,568 views

Chat Etiquette

Quick answer

Greet by name within 30 seconds; keep replies under 2 sentences when possible.

Full procedure

  1. 1Review the Chat Etiquette standard on the department portal before you begin.
  2. 2Confirm you have the required access, PPE, or tooling for the task.
  3. 3Greet by name within 30 seconds; keep replies under 2 sentences when possible.
  4. 4Complete each step in sequence — do not skip or reorder.
  5. 5Record completion in the system of record (log, ticket, or checklist).
  6. 6Escalate any deviation from the standard through the escalation path.
  7. 7Debrief the team lead at handoff on anything unusual.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4132 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • Chat Etiquette Log
    CS-405

My private notes

chatetiquettesupportgreetingcustomer supportproceduresopatlas

Revision history

  1. 2025-10-11
    Version 3.3 republished by Priya Anand.
  2. 2026-01-14
    Reviewed for annual compliance.
  3. 2024-11-04
    Initial publication.
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