https://docs.google.com/document/d/1751kx6LgcBUbgCVgO6YMIGwpwL5rRC-nK9qkvXqS3EA/edit#bookmark=kix.3ip6jptjw9v2



Event/Trip Days

1) When working a trip, agents should be logged in at least 1 hour before a trip is set to depart.

2) Below are important tools agents will need to utilize on trip days:

  • Confirmed Trips Page in Intra: Your go-to place to see all of the events we are running today.

  • Day-Of Page (same log in credentials as Intra): Your go-to place to track a specific event, including where buses are, where riders are, what the bus ETA is, who’s boarded, etc. Shift Leads can also send messages from this page

  • Day-Of channel in Slack: This is the hub of communication between CX and Ops. Questions about where a bus is or if we’re tracking or if there’s an update on a bus issue or when an event ends can all be found here.

3) Messaging: At least one agent on every event shift will have the ability to send messages to riders. If no one has previously been assigned as Shift Lead, then agents on duty will need to coordinate who will be in charge of messaging and who will be in charge of incoming calls and tickets. 

    • When in charge of messaging, you need to be proactive in alerting riders to:

      • Bus has arrived and is ready for boarding

        • This is for outbound trips

      • Bus departing in 10 minutes 

        • This goes for the outbound and the return trips

        • Don’t send messages less than 10 minutes ahead wherever possible, as there will be a slight delay in the messages getting out, and this is increased by the volume of riders you are contacting at once)

      • Bus departing in 45 minutes

        • Should be sent as soon as we get confirmation the event is over



Day Of Protocol: 

Outbound Trip

[insert article]


Return Trip

1) Once an event is over, one of the following messages must be sent to all riders:

 

If the bus is in the same location where riders were originally dropped off (most common):

 

"Rally Update: The event has ended and your bus will be departing at [insert time]. Please return to your drop off location for your return trip. Thank you!"

 

If the driver had to move to a different location:

 

"Rally Update: The event has ended and your bus will be departing at [insert time]. Please board your bus at its new location-- [insert Google map link]. Thank you!"

 

NOTE: Due to the possibility of a time lag, it's best to message riders the exact time of bus departure and not simply say "Your bus will be departing in 45 minutes."

 

 

2) As riders board, their bus driver will check them in. Once the driver is ready to depart, s/he will send a time sensitive alert to the day-of channel in Slack requesting approval for departure. 

 

This alert will do two things:

 

1. Include the names and booking information (see example below) for CX to contact. 

 


 

2. Automatically trigger the following message to all missing riders:

 

[insert exact message]

 

 

IMPORTANT:  CX will have 2 minutes to deny the driver's request to depart before an automatic message is sent to the driver clearing them for departure. Any actions or notifications regarding the alert, will be logged in the thread of the original alert message (see below).