Make sure your agent or representative is available
Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
- After scan, you will see the Click to try UI like this:
Choose preferred language:
- For Thai, press 1.
- For English, press 2.
- For Vietnamese, press 3.
Press 1 for the Car Insurance IVR
- The IVR details
  IVR: To give you the best options, please share the type and model of your car.
  Customer: I want to coverage for my Sedan car (or say Sedan car)
  IVR: Please share your car type
  Customer: Sedan Car
  IVR: Please share the make and model of your car?
  Customer: Honda Accord
  IVR: What is the model year of your car?
  Customer: 2022
  IVR: Please tell me about your accident history. You can reply with 'no' if you don't have any.
  Customer: No
  IVR: For verification purposes, please enter your zip code.
  Customer: 12345
  IVR: What is your date of birth?
  Customer: June 18, 1996
At the end of IVR, the system will transfer your call to an agent or representative (make sure your agent or representative is available)
If the agent is available, you can see the popup in your browser.
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Scenario 2: Self-service bot

Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
Choose preferred language:
- For Thai, press 1.
- For English, press 2.
- For Vietnamese, press 3.
Press 2 for the Payment self-service
- You can see the The Payment self-service IVR details by Click here
  
  IVR: How can I help you today? You can say something like make payments, postpone payment dates, check your balance, or press 0 for further assistance.
  Customer: Reply one of make payment, postpone payment dates or check my balance
  
  IVR: Before we proceed, I would like to ask you to verify your identity for security reasons. Please state the last four digits of your account number.
  Customer: 2345
  
  IVR: Please confirm your birth date
  Customer: July 10, 1999
  
  Case 1: make payment
  IVR: Your payment is 1,234 due on November 14, 2024. Would you like to pay now?
  Customer: yes
  
  IVR: Can I pay 1,234 from the payment method linked to your account ending in 2345?
  Customer: yes
  
  Case 2: postpone payment dates
  IVR: When would you like to postpone your payment? You can choose a date within the next 7 days.
  Customer: next 2 days
  
  Case 3: check balance
  IVR: Your current balance is 0.
  
  Case 4: press 0
  IVR: Please wait a moment while we connect your call.

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Make sure your agent or representative is not available
Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
Choose preferred language:
- For Thai, press 1.
- For English, press 2.
- For Vietnamese, press 3.
Press 3 for Other Support
You will get a message “There is no representative available to answer your call now”
- You can press 1 to use the Call Return feature.
- Enter your phone number, to which we can return your call.
- Before you finish, leave a voice message to provide the reason for your call.
Access the FreedomQ to check voice message
- On the Primas Communication Extension, you can access the FreedomQ by clicking “Check Voice Messages” button.
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- Or you can log in to Primas CX Web Application and navigate to the menu Dashboard → FreedomQ
Continue, the system will callback to the customer when the agent is available
- The list of callback requests in the Waiting Contacts
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- Press 1 for the first prompt, press 1 for the second prompt.
- From the agent web page. make sure the agent is available. The agent phone will ring and a screen pop will show to the agent.
- Accept the incoming call from the agent web page. Now, the agent and the customer can talk on the phone.

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Scenario 6: Order Detail with Map Data

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