Letters asking for more documents sent to the case manager
"I got a letter and I don't understand it." She doesn't try to explain it. She gets the date on the letter, asks for a photo of it, and puts them through to the person on their file.
A client calls about a letter or portal message asking for more documents or information.
Records what the letter is and its deadline, gets it uploaded, transfers to the case manager.
The letter on the file with its deadline, and the case manager on the call, or called back today.
How it works
- Stays calm with them
A letter from the government is frightening for a lot of people. She is warm and steady, and tells them the team handles these.
- Gets the date
The date on the letter and the deadline it gives. She reads both back to be sure.
- Asks for the letter
An upload link by text so the case manager can read every word, not a summary over the phone.
- Doesn't interpret
What the letter means and what to send is the licensed consultant's call. She says so kindly.
- Transfers to the file
A warm transfer to the case manager with a short summary first. After hours, a text to them with the deadline and a callback time for the client.
- Watches the date
If the deadline is close, the licensed consultant on the file gets a text too.
Example call
- CustomerHi, I got a letter in my account asking for more documents. I'm scared I did something wrong.
- AI agentI understand, and I'm glad you called. Our team handles these letters all the time. What date is on it, and does it give a deadline?
- CustomerIt's dated October 20th. It says 30 days.
- AI agentThank you. I'm texting you a link now. Could you upload the letter so Daniel can read it?
- CustomerOkay, done.
- AI agentGot it, I can see it's arrived. I'll put you through to Daniel now. One moment.
After the call: Daniel picks up with the summary and the letter already on the file, the 30-day deadline is entered on the case, and the licensed consultant gets a note to review it.
What your team gets
- Request letters uploaded to the file during the call
- Deadlines entered on the case, read back to the client
- Warm transfers to the case manager on the file
- After-hours letters texted to the case manager with a callback set
- Close deadlines flagged to the licensed consultant
Questions
Will she tell them what to send?
No. She records the letter and its deadline and gets them to the case manager. What to send comes from the licensed consultant.
What if nobody can take the transfer?
She texts the case manager with the deadline and the upload, and tells the client when to expect a call back.
Can she handle a letter for someone who isn't a client yet?
Yes. She books a paid consult with the letter uploaded, and the deadline marked for the consultant.
Hear it on your phone
Request a demo call and the agent phones you, set up for immigration consultants like yours.