There will be times when our agents won’t know the answer to a question, for that we will need more information from you or your team. In these cases, our agents have been trained to get the name, email, phone number from the visitor and explain that we will follow up with them as soon as possible regarding their question or issue.If the issue is urgent, we will contact you right after using the contact information you provided when signing up for the service. We can then add any information we learn during this process to the Knowledge Base for your site.If the same issue or question arises in the future, our agents will prepare with the proper answer. Our agents have trained to get the correct information to your visitors. We never guess the answer.