Chat Flow Guide

⋆ ˚｡⋆୨୧˚ ˚୨୧⋆｡˚ ⋆

Table of Contents

🎀 Hold Scripts
🎀 Movers Chat Flow
🎀 Retentions Chat Flow
🎀 Sales Web Chat Flow
🎀 Supportive Chat Phrases
🎀 Other Tools & References

Created by : Yana 🐨

🎀 Hold Scripts

⏸️ Account Checking (If needed)

Hold Stage	Script
🔍 INITIAL HOLD	Script 1I'm currently pulling up your profile in our system to verify your account information. This usually takes around 2–3 minutes. I'll check back with you as soon as your record loads. ❤️ Script 2I kindly ask for your patience while I access your account to confirm the details you submitted. Please keep this chat window active and I will update you the moment they clear.
✅ FOLLOW UP HOLD	Script 1I've successfully located your account! Now I'm completing a quick security verification to keep your personal data fully protected. May I have about 2 minutes to finish this step? I truly appreciate your patience while we safeguard your account. ❤️ Script 2I have located your record, and I am now running a quick security verification to ensure your data is fully protected. Please give me about 2 minutes to complete this check. I appreciate your patience while I secure your account.
⏳ NEED MORE TIME	Script 1To make sure I have the correct account, I am cross-referencing your details with our active database right now. I expect this to take no more than 3 minutes. I am staying on the line and will update you the second it goes through. Script 2Just a quick update for you: I am currently reviewing the account history to verify the specific details you mentioned. The system is responding a bit slowly, so it will take another 2 minutes. Thank you for staying connected with me.
🔐 FINAL HOLD	Script 1I'm now on the final step—verifying your credentials within our secure system. This last check will take roughly 2 minutes to wrap up. I'll let you know the moment your account is fully verified and ready! ❤️ Script 2I am on the final step of verifying your account credentials in our secure system. This last check will take about 2 minutes to wrap up. I will let you know the moment your account is fully verified and ready.

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📤 Disconnection (Movers)

We understand you're moving home—let's smoothly disconnect your current service and arrange transfer to your new address! ❤️
I'll walk you through each step clearly—no hidden fees, just a simple, stress-free process for your internet, TV or phone. ❤️

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📥 Disconnection (Retentions)

I'm truly sorry to hear you're thinking of leaving Virgin Media—let me share better plans, exclusive discounts or faster speeds to keep you connected! ❤️
I'll carefully review your current package and offer improvements so you don't feel the need to disconnect. ❤️

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📡 Presentation (Movers)

Let me introduce our dedicated moving service—seamless transfer, fast installation, and ultra-reliable broadband/TV at your new home! ❤️
Our team will handle everything to get you connected quickly, so you don't miss out on fast speeds or your favourite shows. ❤️

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🎁 Presentation (Retentions)

Table 1. CHECKING OF OFFER SEQUENCE HOLD

Scenario / Stage	Sample Script
1️⃣ INITIAL HOLD	Script 1Let me go ahead and check your account to find the very best renewal discount I can get for you. Thanks so much for staying with me—I'll keep you updated as soon as I find something! Script 2Let me go ahead and check your account for the best renewal discount. Thanks for staying connected—I'll update you as soon as I find it.
2️⃣ FOLLOW-UP HOLD	Thanks for waiting patiently! I'm still looking through all our latest offers and savings to make sure I find the perfect deal for you. Just give me 2–3 more minutes, is that okay? 🟢 If the customer said yes Perfect, thanks a lot! I'll carry on checking everything—won't keep you waiting long, promise! That's brilliant, thank you! I'm on it, and I'll update you as soon as I've found those savings for you. Thanks for sticking with me! I'll keep searching and come back to you shortly with great news
3️⃣ APPLYING DISCOUNT HOLD	Script 1Appreciate you staying! I found a great offer for you. The system is now applying the discount, so I can validate it properly. Once done, I'll share the full details of the offer I found right away Script 2Brilliant news—I've found a fantastic offer for you! Right now the system is applying the discount, so I can properly check and validate it. As soon as this finishes, I'll share every single detail of this offer straight away.
4️⃣ FINAL HOLD	Script 1Still right here with you! The discount has gone through—now I'm just double-checking and validating everything to make sure your rate is spot on. Once I finish checking, I'll walk you through your full package, benefits and final monthly price clearly. Script 2Still here! Discount is applied. Now I'm validating everything to make sure it's correct. As soon as I'm done, I'll share the complete offer details and final rate with you.

Table 2. CUSTOMER ACCEPTED OFFER SEQUENCE HOLD

Scenario / Stage	Sample Script
Initial Hold – Right After "Yes"	Awesome, I am so glad you like this deal! Please stay connected as we will need your consent through email or SMS before we can completely change the package.
📄 After Sending EECC / Pre-Documentation 📄
Customer Needs Time to ReadPOST-EECC	Take your time! It's important everything looks perfect. I'm right here — just tell me when you're ready to continue!
No Link Yet – Check SpamPOST-EECC	Thank you for updating me. Sometimes messages end up in spam — please check there and let me know if it appears.
No Link Yet – ResendPOST-EECC	No worries at all! I can resend those documents right now. Please let me know once you have them.
Customer Goes SilentPOST-EECC	Just checking in — are we still connected? Need any part of the document explained?
Customer Spots Wrong DetailPOST-EECC	Thank you for spotting that! I'll check and fix it right away so everything matches our conversation perfectly.
Discount Applied / Validating RatePOST-EECC	Still right here with you! The discount has gone through — now I'm just double-checking and validating everything to make sure your rate is spot on. Once I finish checking, I'll walk you through your full package, benefits and final monthly price clearly.

Table 3. ORDER PROCESSING SEQUENCE HOLD

Scenario / Stage	Sample Script
Start Processing Order	Great! Now that you've agreed, I'll finalize your order in the background — stay connected!
Two-Minute Mid Update	Thanks for waiting! System is setting up your package and discounts — update coming in about 2 minutes.
Small System GlitchSYSTEM ISSUE	I appreciate your patience! The system hit a quick snag with the automatic discount code, but don't worry — I am going to type it in myself instead. Please hang tight for another 2 to 3 minutes while I finish this up for you.
Asking Support HelpSYSTEM ISSUE	Thanks for waiting! I am trying to finish your package myself, but the discount codes are showing an error. Rest assured we will get this sorted out! I am messaging our support team right now to fix this for us, so please keep our chat open for 2 to 3 minutes.
While Support Is WorkingSYSTEM ISSUE	Thanks for staying with me! I am still right here while our support team refreshes your profile to fix the special offer. Please give us just 2 more minutes while they finish updating the screen.
Finalizing the FixSYSTEM ISSUE	I appreciate your incredible patience. I am not going anywhere! We are looking into the system error right now to fix it and save your contract. Please stay active for another 2 to 3 minutes while we finish this last step.
Manual Process UpdateSYSTEM ISSUE	Still working hard for you! Here is what I am doing: I am typing in your new discount codes now, moving to the installation setup screen next, and finishing up the rest of your information. Please stay connected.
Waiting for the Bill	Thanks for hanging out with me! Your new order went through perfectly. Right now, I am just waiting for our system to generate your first bill — the moment it loads, I will discuss and go through every detail with you clearly.
Final Bill Check	Thanks for waiting, the screen just loaded! I am doing a quick final check on your bill to make sure the prices match what we agreed on perfectly. Once confirmed, I will discuss and walk you through your full bill breakdown and final monthly rate right away.

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🔍 Verifying Information

📂 Initial Hold

I don't have the details with me right now. I'll pull up and verify your records to make sure I give you accurate information — I won't share incorrect details. I'll let you know the moment I have it. May I place you on a brief hold?

⏱️ 2-Minute Follow-Up

Thanks for staying on the line. I'm still confirming the full details. I'll alert you right away once everything is ready. Just a short while longer, please.

🧾 Need More Time

I appreciate your patience. I'm wrapping up final checks to get complete details. I'll notify you immediately as soon as I'm finished. Thank you for sticking with me.

📝 Final Return

Thanks for bearing with me! Regarding your concern/question, I was able to look into that thoroughly. I now have all verified information and can assist you properly.

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🎀 Movers Chat Flow

🚚 Movers Chat Flow List

Disconnection Non‑Serviceable ❤️
Disconnection (Serviceable) ❤️
Move and Transfer (1 Manned Install) ❤️
Move and Transfer (2 Manned Install) ❤️
Move and Transfer (QuickStart) ❤️
Move and Transfer (Single Visit Install) ❤️

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🎀 Retentions Chat Flow

🤝 Retentions Chat Flow List

Retentions - One touch Switch
Retentions - Disconnection
Retentions - Retain (Same Service)
Retentions - Upsell/Downsell

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🎀 Sales Web Chat Flow

🛒 Sales Web Chat Flow

EBB (New Acquisitions)
EBB (Renewal EBB to EBB)
EBB (Renewal Regular to EBB)
Online Journey
Nexus process
Icoms process

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🎀 Supportive Chat Phrases

💬 Acknowledgement

I completely get what you mean.
You make a perfectly fair point.
That makes complete sense from your perspective.
I see exactly what you are pointing out.
That clarifies the situation perfectly for me.
I recognize how much time this is taking out of your day.
I see how this disruption is getting in your way.
That is certainly not ideal, and I apologize for the hassle.
I truly appreciate you flagging this for us.
I value your time and want to make this easy for you.
Thank you for laying that out so clearly for me.
I am glad you reached out so we can fix this.

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🤝 Reassurance of Help

I am right here with you on this.
Let's team up and get this sorted out for you.
I am on your side and want to get this fixed.
You have my full attention to get this resolved.
I am locked in on getting this handled for you.
Let me see what I can do.
To help you choose the best options.
That is a lot to deal with, and I want to make it right.
I know how much you rely on us, so let's fix this.

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💬 Empathy Statements

🧩 Poor Overall Customer Experience

I'm sorry your experience has been disappointing—I'll make this right for you today.
This isn't the service we aim for—I'm here to fix this properly now.
I can see you've had a really tough time—I'll take full ownership and turn this around.

⏳ Long Waits / Stuck On The Line

Waiting so long is frustrating—I'll resolve this quickly for you.
Your time matters—I'll help you straight away, no more delays.
I know wasting time waiting is stressful—I'll focus fully on you and sort this fast.

🔄 Repeatedly Transferred

Being passed around is so annoying—I've got you now, no more transfers.
I won't hand you off—I'll handle your entire concern personally.
It's unfair you keep getting bounced between agents—I'll stay with you until we finish.

🔁 Repeated Contacts / Same Issue

So tiring contacting us over and over—I'll fix this permanently this time.
Sorry this keeps coming back—I'll get to the root and solve it fully.
You shouldn't have to repeat yourself—I'll take full ownership and resolve it.

📶 Slow / Unreliable Internet

Slow speeds are so disruptive—I'll run checks and restore your speed fast.
Laggy connection is frustrating—I'll fix this so it runs smoothly again.
Let's get your internet back to what you pay for—I'll sort this right now.

📝 Disputing Early Disconnection Fees

I understand this fee upsets you—I'll review your account and help waive or reduce it.
This charge feels unfair—I'll check your options and help dispute it properly.
Worried about extra fees?—I'll guide you and do my best to avoid this cost.

💸 Unhappy with Price

I completely understand why you feel the price is too high—I'll look for discounts or lighter plans.
It's frustrating when the bill strains your budget—let me review your package for better value.
Paying more than you're comfortable with is stressful—I'll explore all savings to get a fairer price.

⚖️ New‑Customer‑Only Deals

It feels unfair when new customers get lower rates—I'll check loyalty offers to match those savings.
I understand seeing exclusive new‑customer deals upsets you—I'll fight to get you comparable discounts too.
Staying loyal shouldn't cost more—let me unlock loyalty promos to balance your price fairly.

🚀 Competitor Offers

It makes total sense to consider cheaper competitors—give me a chance to find a competitive deal for you.
I respect you looking for better value—I'll adjust your package so you don't need to switch away.
Cheaper rival offers are tempting—I'll tailor a plan that saves you money and keeps trusted service.

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🧡 Gentle & Kind Phrases

💛 Warm & Welcoming

It's lovely to assist you today ❤️
Thank you so much for reaching out ❤️
Happy to be here to help you ❤️

🤍 Soft & Patient

Take your time—no rush at all ❤️
Whenever ready, share more details ❤️
I'm listening carefully to you ❤️

💙 Reassuring & Calming

I'm right here with you every step ❤️
We'll sort this out nicely—you're in caring hands ❤️
Rest easy—I'll take good care of this ❤️

💜 Respectful & Validating

Your feelings matter so much to me ❤️
I understand why you feel that way ❤️
Thank you for being kind and patient ❤️

💚 Polite & Helpful

May I kindly ask a little more to help better? ❤️
Let me explain this simply and gently ❤️
Glad to guide you through this ❤️

🚪 When Customer Steps Away

Of course—step away whenever needed ❤️
Take all the time you need—no rush ❤️
I understand—go take care of things ❤️
No worries—I'll be here waiting ❤️

✨ Grateful for Chance to Improve

Honestly, I should thank you—for the chance to turn your experience around ❤️
Truly, thank you—for letting me make things better for you ❤️

💖 Grateful for Staying

Honestly, thank you—for staying through our whole chat ❤️
I appreciate you—for staying patiently until the end ❤️

🧡 Comforting Closings

Hope this brings you peace of mind ❤️
Wishing you a calm, lovely rest of your day ❤️
Thank you for trusting me—take good care ❤️

✨ Short & Sweet

Happy to help ❤️
Take your time ❤️
I've got you gently ❤️
We'll fix this nicely ❤️
Always here for you ❤️

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📝 Progressive Questions

✅ Confirmatory

So I've got this right—your main concern is avoiding extra early disconnection fees?
Just to confirm: you're asking about ways to lower your monthly bill with a better plan?
Let me make sure I understand—your issue is slow connection during peak hours?

⚠️ Caution

Does that make sense so far?
Is every detail clear to you?
Are you following along okay?

🌟 Positive

How does that sound to you so far?
Does this look like a great fit for your daily use?
Are you pleased with what you're hearing?

📌 Neutral

Please let me know if any part of the information above is unclear to you.
Feel free to tell me if any of this information feels confusing or hard to follow.

🔍 Other

Could you share a bit more about what exactly is happening?
When did you first notice this starting?
Has this happened before, or is this the first time?
What device or service is this affecting right now?
Are there any error messages or codes showing on your screen?
Have you already tried any steps to fix this yourself?
Is this happening at a specific time of day or all the time?
Does this happen on all your devices or just one?
How has this been affecting your daily use?
What would be the most important thing you'd like to resolve first?
May I ask what outcome you're hoping for today?

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🎀 Other Tools & References

📝 Movers Bill Explanation

💡 Editable text reverts ALL together after 30 seconds of inactivity

📤 DISCONNECTION

Scenario	Script
NO BILL SHOWING ON THE BE SCREEN	Thank you for waiting. Your request has now been completed. To summarise, your actual early disconnection fee will be £Amount (this amount is included in your final bill), and your services will be disconnected on Disconnection Date. Please be guided that your final bill hasn't generated yet but this bill covers your usage of services until the actual disconnection date. No worries, as you'll receive an email with your bill once it is available. If there's a refund, it will be processed within 45 days of the disconnection date and will be credited directly to your bank account.
PENDING PAYMENT + CREDIT	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount (this amount is included in your final bill), and your services will be disconnected on Disconnection Date. A bill will be generated on Billing Date for the amount of £Amount, which will be due on Due Date. Once your services are disconnected, a final bill will be produced which will be a credit of £Amount. It will be refunded to you within 45 days after the disconnection and will be back to your bank account.
PENDING PAYMENT + ONE BE	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount (this amount is included in your final bill), and your services will be disconnected on Disconnection Date. A bill will be generated on Billing Date for the amount of £Amount, which will be due on Due Date. Once your services are disconnected, a final bill will be produced which will be a credit of £Amount. It will be refunded to you within 45 days after disconnection and will be back to your bank account.
PENDING PAYMENT + TWO BE	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount (this amount is included in your final bill), and your services will be disconnected on Disconnection Date. A bill will be generated on Billing Date for the amount of £Amount, which will be due on Due Date. Your next bill will be £Amount which will be due on Due Date. Once your services are disconnected, a final bill will be produced with the amount of £Amount which will be due on Due Date.
BE (1 PAYMENT)	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount (this amount is included in your final bill), and your services will be disconnected on Disconnection Date. Once your account is disconnected, your final bill will be £Amount. This amount will be collected via Direct Debit on Due Date.
BE (2 PAYMENT)	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount (this amount is included in your final bill), and your services will be disconnected on Disconnection Date. Your next bill will be £Amount which will be due on Due Date. Once your services are disconnected, a final bill will be produced with the amount of £Amount which will be due on Due Date.
BE (1 PAYMENT) + CREDIT	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount, and your services will be disconnected on Disconnection Date. Once your account is disconnected, your final bill will be £Amount. This amount will be collected via Direct Debit on Due Date. I can see on your account that you have a refund of £Amount, and this will be processed within 45 days of the disconnection date and will be credited directly into your bank account.
CREDIT ONLY	Thank you for waiting. Your request has been completed. To summarise, your actual early disconnection fee will be £Amount, and your services will be disconnected on Disconnection Date. Once your services are disconnected, a final bill will be produced which will be a credit of £Amount. It will be refunded to you within 45 days after the disconnection and will be back to your bank account.

💡 Editable text reverts ALL together after 30 seconds of inactivity

🏠 MOVE

Scenario	Script
📌 CREDIT + FIRST BILL	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address you won't receive a final bill at the current property. I can see on your account that you have a credit of £Amount which we'll use towards your first bill at the new address. This will be £Amount due on the Due Date, but we'll deduct your credit, so you'll only pay £Amount. This price includes your £Amount mover's fee.
📌 FINAL + FIRST BILL	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address your final bill at the current address will be £Amount that will be taken on your Direct Debit on the Due Date. This will be £Amount due on the Due Date, but we'll deduct your credit, so you'll only pay £Amount. This price includes your £Amount mover's fee.
📌 PENDING & FINAL + FIRST	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address you still have a pending payment amounting to £Amount due on Due Date, and your final bill at the current address will be £Amount that will be taken on your Direct Debit on the Due Date. The first bill in the new address will be £Amount, which will be taken on your direct debit on the Due Date. This price includes your £Amount mover's fee.
📌 PENDING & CREDIT + FIRST	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address you still have a pending payment amounting to £Amount due on Due Date, and once we collect that I can see on your account that you have a credit of £Amount which we'll use towards your first bill at the new address. The first bill in the new address will be £Amount, which will be taken on your direct debit on the Due Date. This price includes your £Amount mover's fee.
📌 PENDING, BE + CREDIT + FIRST	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address you still have a pending payment amounting to £Amount due on Due Date. Your final bill at the current address will be £Amount that will be taken on your Direct Debit on the Due Date. I can see on your account that you have a credit of £Amount which we'll use towards your first bill at the new address. This will be £Amount due on the Due Date but we'll deduct your credit, so you'll only pay £Amount. This price includes your £20 mover's fee.
📌 FINAL & CREDIT + FIRST	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address your final bill at the current address will be £Amount that will be taken on your Direct Debit on the Due Date. I can see on your account that you have a credit of £Amount which we'll use towards your first bill at the new address. This will be £Amount due on the Due Date but we'll deduct your credit, so you'll only pay £Amount. This price includes your £20 mover's fee.
📌 PENDING, FINAL & CREDIT + FIRST	I appreciate your patience! Your installation is all set. Now, let's talk about your bill and some key points in this chat. Because you are bringing your services to your new address you still have a pending payment amounting to £Amount due on Due Date. Your final bill at the current address will be £Amount that will be taken on your Direct Debit on the Due Date. I can see on your account that you have a credit of £Amount which we'll use towards your first bill at the new address. This will be £Amount due on the Due Date but we'll deduct your credit, so you'll only pay £Amount. This price includes your £20 mover's fee.

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📞 Virgin Media Hotline Directory

AACTIVATION TEAM0800 064 3287

BBEREAVEMENT TEAM0800 952 2302

CCCHF0203 706 0570

COLLECTIONS / BILLING0345 142 4444

CUSTOMER CARE0800 064 38400800 052 0391

CUSTOMER RECOVERY0345 454 5926

FFAULTS DEPARTMENT0333 000 5925

FIELD SUPPORT0800 052 573803330 005 925

LVIRGIN MEDIA LANDLINE150

MMMATES RATES0800 052 0705

MOBILE CARE0800 062 41920345 600 0789

MOVERS DEPARTMENT0800 052 0640

NNHB0800 073 7100

OO2 DEPARTMENT0344 809 0202

PPRE-INSTALLATION TEAM0800 0521 734

QQUICKSTART0800 953 9500

QUITA ESC0800 073 1132

RRAF/CALL BACK0800 052 2101

RETENTIONS0800 952 2277

SSALES0800 064 3815

SIMPLIFY DIGITAL0800 052 4704

TTECHNICAL SUPPORT HOTLINE0345 454 1111

TECHNICAL SUPPORT LANDLINE151

TELESALES0800 064 38360800 064 3827

VVIRGIN MEDIA GENERAL HOTLINE0345 454 1111

VM BUSINESS0800 052 08000800 953 0180

VM CABLE0333 000 5925

WWAYLEAVE0800 052 0640

WEB EXCEPTIONAL0800 073 7588

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🔗 Useful Links

General Tips for Smooth Chat Interactions ❤️
Useful Quick Links & References ❤️
Additional Support Notes ❤️
Helpful Reminders & Best Practices ❤️

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