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Bank: Hi , I’m Malou, and I’m here to assist you with your concern. Before we begin, please note that by continuing with this chat, you confirm that you’ve read and agree to Maya Bank’s Data Privacy Policy, which you can review here: https://www.mayabank.ph/privacy/ If you do not agree, you may end the chat at any time by clicking the “Close” button." Wallet: Hi , I’m Malou, and I’m here to assist you with your concern. Before we begin, please note that by continuing with this chat, you confirm that you’ve read and agree to Maya’s Data Privacy Policy, which you can review here: https://www.maya.ph/privacy If you do not agree, you may end the chat at any time by clicking the “Close” button." I understand you need assistance about . I'm here to help. Hello, are you still there? We’ll close this chat due to inactivity. For more support, please visit support.maya.ph. Thank you! To know more about Maya services, you may visit this link: https://www.maya.ph/ I'll check this for you. Please stay on this chat. *Closing Spiel You're welcome. Should you need further assistance, don't hesitate to message us again. Have a blessed day! Thank you for contacting Maya chat support. It was a pleasure assisting you. Have a great day! Action taken: Opening spiel. Delivered closing spiel due to no response. Action taken: Chat has ended no response from subs. *Acknowledgment/Assurance/Empathy I understand your situation [include concern]. I'm here to help. Let's sort this out. I'll assist you. Let me check on this. We're certainly sorry for the inconvenience about . We'll assist you. Hoping for your patience and understanding regarding this matter. For security validation, please provide the details below: As part of our security protocol, *Thanking the Customer for the Information Provided Thank you for the details. I'll check right away. *Putting the Chat on Hold for Checking Please give me two minutes to check this for you. Kindly stay on this chat. Please hold for a moment while I check your account. Hold on for a moment while I look into this. I'll check this for you. Please stay on this chat. *Getting Back to the Customer After Checking Thank you for holding. Here's the update on your account. Thank you for waiting. I've checked your account. Here are the details. Apologies for the wait, I appreciate your patience. *Providing Resolution Based on the review, here's the solution we can implement Hi, Kristelle. Thank you for the question. Here’s where you can get more information: To address your concern, here's what we'll do I appreciate you reported to us about the problem. We will look on to it immediately, please provide the details below: Hi, Gie. We’ll help you on that but details below are needed for our checking. *Asking for Further Assistance Is there anything else I can help you with? Is there anything else I can assist you with? Do you need any other help? Do you need any further assistance? Do you have any other concerns you'd like to ask? *Spiel for Non-Cooperative User Non-Cooperative User Using Profanity I understand your frustration, and I'm here to help resolve your issue. However, I must remind you that the use of inappropriate language is not acceptable in our communication. To continue assisting you effectively, I kindly ask for your cooperation in maintaining a respectful dialogue. If the language persists, I may need to end this chat. *sla Persistent customer despite providing resolution (within SLA) I understand this is important. For cases where load failed to be credited instantly, the monitoring period is within 2 business days. In the meantime, you may monitor within the given timeframe. In the meantime, you may monitor within the given timeframe (3 business days). We’ve provided all the necessary steps to resolve your issue. It’s important to monitor your account now as this aligns with our bank’s processing timeframes. If there’s no update after the specified period, feel free to reach out again. I know it can be frustrating, but we need to allow some time for the banking process to complete. Please keep an eye on your account, and if you don’t see changes within the expected timeframe, we’ll be here to help. We’ve taken the required actions, and the next step is to watch your account as the bank finalizes the process. Rest assured, this is standard procedure. Please reach out if there’s no update after the expected period." Thank you for your patience. We’ve addressed your concern, and now it's crucial to monitor your account. These things can take a bit of time due to banking protocols. Let us know if there’s no update after the usual processing period. *Nudge Spiel after 1 minute of no response from customer: May we know if you’re still there? Hi, it’s been a minute since your last message. Are you still on the chat? *Nudge Spiel/Closing after 2 minutes of no response from customer: Since we haven't heard back from you, we’ll close this chat for now. If you need further help, please visit support.maya.ph. We’ll close this chat due to inactivity. For more support, please visit support.maya.ph. Thank you! As there’s been no response, I’ll close this chat. For further assistance, visit support.maya.ph. Have a great day! It looks like you’re away. I’ll close this chat for now, but you can always get more help at support.maya.ph. We’ll go ahead and close this chat due to inactivity. If you need more assistance, please visit support.maya.ph.