As a CST Team, we need to communicate with the customer only through Exotel and should not give corporate sim card WhatsApp number to the customer. We should give only the Business WhatsApp number which is published on our website.



Each Agent will be Rep / SPOC for each department as management defined like ( MNT, Accounts, Sales, Admin)


Standardization responses:


Greeting the customer:


 Please use one of the following greetings as an opening line for any mail depending on the context:


  1. Hope you are doing well. 
  2. Thank you for reaching out to us.
  3. Thank you for your response.

Please use one of the following lines for a dissatisfied customer:

  1. We apologize for your inconvenience

More phrases can be found at: https://speakspeak.com/resources/general-english-vocabulary/more-useful-phrases-for-business-emails-and-letters


Avoid words such as “Frustrated”, 

Please also note that ALL emails must be checked for spelling & grammar, and incorrect spellings and/or grammar is not acceptable. Please download chrome extension Grammarly at the site below to control the same:

https://www.grammarly.com/