The master process for Inbound agents during system outages. Includes handling procedures, approved scripting, manual enrollment steps, and required Zendesk/Jira documentation.
Overview & Core Principle
This is the single source of truth for Inbound agents when systems (Zendesk,Genysys, HGP, Admin, B2B) are unavailable.
The Golden Rule: Use the tools you do have to answer general questions. If you cannot access client-specific tools to resolve the issue, stop and schedule a callback or offer an email follow-up.
Do Not: Speculate on the cause, promise specific resolution times, or over-troubleshoot known outages.
When to Use This Process
Activate this protocol when:
Zendesk or Client Profiles are unavailable.
Admin, B2B, or Health Guide Platform (HGP) tools are down.
Members cannot access the App or Web experience (Member-Facing Outage).
You cannot complete an enrollment, benefit review, or troubleshooting flow end-to-end.
The Outage Workflow
Follow these steps in order for every call during an active incident:
Identify the Reason for Call: Is it general or client-specific?
General Questions: Answer immediately using available resources (e.g., "What is Vida?", "How does coaching work?"). Do not open unnecessary tickets.
Client-Specific Questions: If the request requires tools that are down (Benefit verification, Enrollment status, Consult scheduling), stop and transition to a callback/email.
Messaging: Use the approved Verbatim Scripts below.
Documentation: Log the environment details in Zendesk and link the ticket to the Master Jira.
Approved Scripting (Read Verbatim)
Scenario A: Tools are Unavailable (Agent-Facing Issue)
"I would be happy to perform a more detailed review of your benefits to make sure nothing is missed. It’s taking a moment for the records to finalize — if you’d like, I’d be happy to collect a bit more information and call you back once my review is complete, or if you prefer I can reply via email."
Scenario B: Confirmed Member App Outage (Member-Facing Issue)
"I appreciate your patience. Right now, our platform is experiencing a temporary service issue which may be impacting your ability to [Insert Issue: e.g., log in/book a consult]. Our teams are actively working to resolve this.
If you’d like, I can follow up once things are resolved. Would you prefer a call back or an email?"
Manual Enrollment Process (HGP Down)
If the Health Guide Platform (HGP) is down, you must manually collect the following data in an Internal Note on the ticket to process later:
Profile: Height, Weight, Ethnicity, Phone/Email.
Conditions: List all conditions and medications.
Mini Consult: Capture Personal Goals, Health Goals, Motivators, and Readiness.
Mental Health: Is the member seeking support? Any history of disorders?
Social Determinants: Food insecurity, housing challenges, or isolation.
Scheduling: Date/Time preferences for their consult.
Callback Info: Confirm the best number to reach them.
Documentation & Ticketing Requirements
1. Zendesk Environment Fields
You must document the technical environment for every outage-related call to support incident tracking.
Step 1: Ask the member: "Are you using an iPhone or an Android device?"
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Step 2: Select the following in Zendesk:
Inquiry Type: Mobile/Web Troubleshooting
Environment: User App
Platform: iOS or Android (As confirmed by member)
User App Platform Function: App Stability
App Stability Symptom: App Outage
Type of Support Ticket: Support Ticket
2. Jira Linking (Mandatory)
Link the Zendesk ticket to the Master ESCA Jira ticket provided by leadership using the "Link Issue" button.
Status: Place the ticket On-Hold until the outage is resolved.
Callback Expectations
Prioritize Email: Always offer email as the first line of communication for resolution updates.
No Same-Day Promises: Do not promise a fix within the same day.
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Trigger: Schedule a callback only if client-specific tools are down or the request cannot be completed live.
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