Email Address Change Requests for Chat Agents

This guide helps chat agents handle requests for updating an email address on file. Follow these instructions to ensure customer requests are processed securely and efficiently.

1. Initial Interaction

1. Confirm the Request
   Verify with the customer that they want to update the email address on file and that the request is from an authorized contact.
2. Use Canned Response, short code (EACN)

Of course, please use the linked form below to request an email address change:   Email Address Change Request   Be sure to check all boxes applicable to the change you are requesting.

2. Process Overview for Authorized Contacts

1. Define Authorized Contact
   Confirm that the requester is one of the following:
   • Signer
   • Controller
   • Primary Contact
   • Additional contact with authorization to make changes
2. Instructions for Completing the Request
   Explain the steps required based on their current email access:
   • If They Have Access to the Authorized Email
     • Request that they send an email directly from the currently authorized email to customerservice@forte.net, including:
       • MID (Merchant ID) the changes apply to
       • Current Email Address to be changed or replaced
       • New Email Address to be updated on file
     • No form submission is needed if they have email access.
   • If They No Longer Have Access to the Authorized Email
     • Instruct them to complete the Email Address Change Request Form linked above.
     • Explain that this is a security measure to ensure the integrity of their account information.

3. Important Security Notes

1. No Changes Over the Phone
    Remind the customer that email address changes cannot be processed via phone for security reasons.
2. Extra Security Measures
    Let the customer know that enhanced security steps are in place to prevent fraudulent requests, and their patience is appreciated as these measures protect their account.

4. Freshdesk Ticket Creation

1. Ticket Submission
   If the customer completes the form or emails the request, it will generate a Freshdesk ticket.
2. Attach PDF for Email Request
   For requests made via email, ensure the Email Address Change Request Form PDF is included in the ticket message if necessary.
3. Follow Security Steps
    Review and follow any additional security protocols within Freshdesk before finalizing any contact email changes.

5. Closing the Chat

1. Confirm Understanding and Next Steps
    Ask if the customer has questions and confirm they understand the process.
2. Thank the Customer and Close the Chat
   • Thank them for their cooperation and let them know they will receive confirmation once the update is completed.