Notes
This article contains information about the correct account notation on Vcare and Shopify and the format to use.
Maria O TM
Last Update 10 天前
Overview:
If there's an account available, every inbound and outbound interaction requires an account notation in Vcare by following the approved note format; this is to keep track of what was discussed, promised, changes made, and agreements from both parties. The most relevant actions that happened in the interaction must be included in the note, and no authorized abbreviations should be used. For Shopify, the same format should be followed, and it can be a copy-paste of the note added in Vcare, but add the name of the care agent at the bottom.
If there's an account available, every inbound and outbound interaction requires an account notation in Vcare by following the approved note format; this is to keep track of what was discussed, promised, changes made, and agreements from both parties. The most relevant actions that happened in the interaction must be included in the note, and no authorized abbreviations should be used. For Shopify, the same format should be followed, and it can be a copy-paste of the note added in Vcare, but add the name of the care agent at the bottom.
NOTE FORMAT
Name:
Authentication/Account verified:
Reason:
Error:
Resolution:
Offer/Promotions:
Follow-up/Next Step:
Authentication/Account verified:
Reason:
Error:
Resolution:
Offer/Promotions:
Follow-up/Next Step:
***IMPORTANT***
- The caller ID must be added to Telgoo5 in the "Caller ID" section.
- Chat agents need to add the email address shown on Tawk.to
- If no caller ID is available (anonymous caller) or no email address is available on Tawk.to then add N/A.
NOTE FORMAT DESCRIPTION
Name: Name of the caller and/or any person we spoke with.
Authentication/Account verified: If the account was authenticated and the authentication method used.
Reason: The reason/request of the caller to contact us.
Error: Any error the caller is seeing or hearing on their device.
Resolution: Detailed description of the answers provided and actions taken to address and resolve the customer’s questions/requests, as well as changes made on the account. E.g.: performed a SIM/IMEI swap, rate plan was changed, added data top-up, changed MDN, updated email, changed PIN, refilled balance, etc.
Offer/Promotions: Any discount, promotion, self-service option, or device offered, as we would need to honor it (if the customer calls back to take it).
Follow-up/Next Step: Any step recommended to the caller after the interaction as part of the resolution (what the customer needs to do "homework"). Any follow-up needed from our side to resolve the issue/request after the interaction. E.g.: hard reset, power-cycle the device, a callback, remove and reinsert SIM card, callback.
Authentication/Account verified: If the account was authenticated and the authentication method used.
Reason: The reason/request of the caller to contact us.
Error: Any error the caller is seeing or hearing on their device.
Resolution: Detailed description of the answers provided and actions taken to address and resolve the customer’s questions/requests, as well as changes made on the account. E.g.: performed a SIM/IMEI swap, rate plan was changed, added data top-up, changed MDN, updated email, changed PIN, refilled balance, etc.
Offer/Promotions: Any discount, promotion, self-service option, or device offered, as we would need to honor it (if the customer calls back to take it).
Follow-up/Next Step: Any step recommended to the caller after the interaction as part of the resolution (what the customer needs to do "homework"). Any follow-up needed from our side to resolve the issue/request after the interaction. E.g.: hard reset, power-cycle the device, a callback, remove and reinsert SIM card, callback.
NOTE EXAMPLES
Example #1:
Name: MAO Ortega
Authentication/Account verified: SMS (Yes)
Reason: She contacted us since she's been having issues with her data since this morning.
Error: N/A
Resolution: Updated PIN. Visual account audit made, and everything seems to be working fine, as the account shows data balance. Asked probing questions, like when the issue with her data started. Advised the customer that the call might be dropped since I'm going to make a reset setting on my end.
Offer/Promotions: The MyGenMobile App, iPhone 13 at $389 with $50 discount, and the unlimited data plan were offered.
Follow-up/Next Step: Check the airplane mode if it's ON, reset the network settings from her end, powercycle the device.
Example #2:
Name: MAO Doe
Authentication/Account verified: PIN
Reason: CCI to make an account payment and change the IMEI.
Error: N/A
Resolution: IMEI swapped. Processed the payment of the $20 plan.
Offer/Promotions: Offered the app, $55 NUU N21, and the unlimited data plan.
Follow-up/Next Steps: Restart the device.
Example #3:
Name: John Stewart
Authentication/Account verified: Street agent.
Reason: The customer is unable to make calls
Error: No Network
Resolution: The device was purchased on Amazon. IMEI might be locked, advised Cust to contact the vendor, as we see it is network unlocked. Suggested to try the SIM in a different device.
Offer/Promotions: N/A
Follow-up/Next Steps: The customer needs to try the SIM in another phone and another SIM in the phone to confirm if the device is SIM-locked.
Name: MAO Ortega
Authentication/Account verified: SMS (Yes)
Reason: She contacted us since she's been having issues with her data since this morning.
Error: N/A
Resolution: Updated PIN. Visual account audit made, and everything seems to be working fine, as the account shows data balance. Asked probing questions, like when the issue with her data started. Advised the customer that the call might be dropped since I'm going to make a reset setting on my end.
Offer/Promotions: The MyGenMobile App, iPhone 13 at $389 with $50 discount, and the unlimited data plan were offered.
Follow-up/Next Step: Check the airplane mode if it's ON, reset the network settings from her end, powercycle the device.
Example #2:
Name: MAO Doe
Authentication/Account verified: PIN
Reason: CCI to make an account payment and change the IMEI.
Error: N/A
Resolution: IMEI swapped. Processed the payment of the $20 plan.
Offer/Promotions: Offered the app, $55 NUU N21, and the unlimited data plan.
Follow-up/Next Steps: Restart the device.
Example #3:
Name: John Stewart
Authentication/Account verified: Street agent.
Reason: The customer is unable to make calls
Error: No Network
Resolution: The device was purchased on Amazon. IMEI might be locked, advised Cust to contact the vendor, as we see it is network unlocked. Suggested to try the SIM in a different device.
Offer/Promotions: N/A
Follow-up/Next Steps: The customer needs to try the SIM in another phone and another SIM in the phone to confirm if the device is SIM-locked.
IMPORTANT TO KEEP IN MIND:
Support steps
Phone checks
Account steps
Helpful tips you provide to the customer
- All notes are placed during the call.
If you need additional time to complete the notes, you will reach a supervisor and explain the situation as to why you couldn't leave notes during the call. If approved by a supervisor, they will share the pause to use. Placing yourself on a pause without the supervisor's approval could end in disciplinary action.
For the list of approved abbreviations, visit: Gen Mobile | Customer Care abbreviation for notes
- Account Changes: If Vcare automatically states what the details behind the change are, we don't need to add it; however, we do need to indicate that a change was done. E.g.: Customer called to upgrade plan from 7GB to 16GB; Vcare will automatically state the old plan and the new plan, but we only need to note there was a plan change.
- Offer/Promotions: Currently, the upgraded LL plan is a promotion and the specific plan offered must be added to the note. The specific device and price that were offered need to be added.
- Follow-Up/Next steps: Further examples of actions the caller or we are going to perform:
Technical steps
- Turn the phone OFF and ON
- Try the SIM in another phone
- Update the phone software
- Reset network settings
- Check if Wi‑Fi is ON/OFF
- Try the service in another location
Support steps
- Wait for a call from tech support
- Send the missing documents
- Call again if the problem continues
- Wait for the ticket update by email
Phone checks
- Check storage space
- Delete old apps
- Turn Bluetooth ON/OFF
- Check if airplane mode is OFF
- Make sure mobile data is ON
Account steps
- Check email for confirmation
- Check the app to see the new plan
- Wait for the next billing cycle
- Confirm the payment went through
- Check the reference number
Helpful tips you provide to the customer
- Save your PIN in a safe place
- Do not share account information
- Use the app for future changes
- Keep your phone updated
- 4/28/2026. Updated by Gustavo Hernandez. Added that chat agents have to add the email address from the customer on the "Phone" field since there's no call ID.
- 6/19/2026. Updated by Gustavo Hernandez. Added caller ID needs to be added to the Telgoo5 "Caller ID" section. Updated examples to match the note requirements and enhanced article structure.
- 6/30/2026. Updated by Gustavo Hernandez. Added notation for Shopify in Overview.