Prank Chats

We sometimes get chats from people about things that are unrelated to our business such as non-VPN topics, profanity, or non-sense words (aasjdkj, nadjfnnadjn or something like that).

As soon as you find a chat that isn't related to our business, we need to quickly/politely disengage to assist our real users or possible new customers. To do this, please follow these steps:

1. Identify it is a prank chat (you can ask any staff member to confirm in case you're not sure).

2. Use the "prank chat 1" shortcut (I'm sorry, but this conversation seems to be not related to Hotspot Shield. Do you have any question related to our product?, Otherwise I'll need to disconnect this chat).

3. If the person asks a question about Hotspot Shield, continue the chat.

4. If the other person continues about unrelated topics, use the "prank chat 2" shortcut (Sorry but since this is unrelated to our business and there are other customers waiting, I'll be disconnecting this chat session).

5. Inform any of the available staff members that you have disconnected a prank chat and leave an internal note that says "Prank Chat" in the Zendesk ticket.

If you have any questions, please reach any staff member.