Address change before dispatch
Chat · P. Nandini → R. Sethi · today 08:22 · 03:41 · Order issues › Address change
ResolvedThunai webLikely bot 57%
02:18 / 03:41
AI summary
Generated from the chat recording · AI title · web chat
Maria contacted support about a delivery that arrived damaged on Tuesday. The agent verified order #841-394, confirmed the item was covered by the 48-hour replacement policy, and arranged an expedited replacement with free return pickup. Maria accepted the resolution and asked for a confirmation email.
Customer intent
Replace damaged item
Resolution
Expedited replacement
Effort score
Low (2 of 7)
Key moments
Jump to the exact point in the recording
- Greeting and identity verificationGood
- Customer reports damaged itemIssue
- Payment card mentioned — auto redactedSensitive
- 48-hour replacement policy explainedGood
- Replacement confirmed and email promisedGood
Next steps
Committed to the customer during the conversation
- Dispatch replacement within 24 hoursOwner: Fulfilment · Due today
- Send confirmation email with trackingOwner: J. Kumar · Due today
- Close case after delivery confirmationOwner: Automation · Due Friday
Where this came from
Handled natively inside the Thunai platform.
Thunai webSynced
- Captured by
- Thunai web
- Device / workspace
- R. Sethi · Thunai workspace
- Connection
- Handled in Thunai chat inbox
- Reached Thunai
- 08:26
- Title source
- AI title · web chat
Conversation details
- Conversation ID
- CV-1814
- Title source
- AI title · web chat
- Channel
- Chat
- Started
- Today 08:22
- Duration
- 03:41
- Category
- Order issues
- Subcategory
- Address change
- Queue
- Support · Tier 1
- Agent
- R. Sethi
- Language
- English (US)
- Disposition
- Replacement
Customer
- Name
- P. Nandini
- Account
- Novacorp · Priority
- Lifetime value
- $4,280
- Open cases
- 1
- Last contact
- 12 days ago
- CSAT (last 3)
- 4.6 / 5
Extracted fields
Configured in Console → Fields & taxonomy
- Order number
- #841-394
- Product
- Aurora Desk Lamp
- Delivery date
- 12 May
- Replacement SLA
- 24 hours