Something Else?

Purpose

Help customers whose issue does not match any existing troubleshooting category or when the chatbot cannot determine the correct issue.

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When to Use This Article

Use this article only if:

• The customer describes an issue that does not match any existing troubleshooting article.
• The customer is unsure how to describe the problem.
• The chatbot cannot confidently determine the issue category.
• The customer reports an unexpected or uncommon issue.

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Do NOT Use This Article If

Do not use this article if the customer's issue matches an existing troubleshooting article, including:

• Can't Start Charging
• Charging Error
• Communication Error
• Error Detected
• Ongoing Session
• Outstanding Payment
• Restricted Access
• Charger Offline
• Charger is Not Responding
• Charging Connector Won't Fit
• QR Code Won't Scan
• App Keeps Loading
• Nothing Happens When I Tap Start
• Safety Concern

Use the appropriate troubleshooting article whenever possible.

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Identify the Issue

Ask the customer to describe the problem in as much detail as possible.

Helpful questions include:

• What happened when you tried to start charging?
• What is displayed in the Ampaway app?
• Do you see an error message?
• Did charging start, stop, or never begin?
• Is the charger showing as offline?
• Are you experiencing a QR code, payment, or access issue?

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Determine the Correct Troubleshooting Article

If the customer's description matches an existing troubleshooting article, direct them to the appropriate troubleshooting article and continue troubleshooting.

If the issue still cannot be identified after reviewing the available troubleshooting categories, continue with the support escalation process.