Verified: 2026-05-28100% complete
How to use this guide
This guide is organized by issue type so you can find the right script fast during a call.
Verified: 2026-05-28% complete
Customer's problem
How to quickly find the right page for the customer's problem during a call.
Quick fix
Type the customer's keywords (e.g. OTP, PAN, eSign) into the search bar at the top. Open the matching page. Read the green box at the top — that is the line to say to the customer.
Every page has the same layout: problem and quick fix on top, the green box to read aloud, and a red box for when to escalate.
The agent's tool-belt
| Tool | When to use it | URL |
|---|---|---|
| This guide (Support) | Customer-facing scripts for every error / question | perccent.docs.sgnk.ai/support |
| Sales Playbook | Outbound calling scripts (S1-S17) by funnel stage | perccent.docs.sgnk.ai/sales |
| App Screen Guide | Visual reference — every screen with annotations | perccent.docs.sgnk.ai/support/app-screens |
| Status Words | Lookup table for every backend status the customer reads out | /support/getting-started/status-words |
| Call-Center Dashboard (prototype v1) | Live investor MF-journey console — Active / Lost tabs, status bar, CRM notes | perccent-call-center.vercel.app — password: perccent |
| Product KB | Product reference (fund data, payments, journeys, regulatory) | perccent.docs.sgnk.ai/product |
| Tech Reference | API endpoints, system architecture, integration partners | perccent.docs.sgnk.ai/engineering |
Sections
- Login Issues — OTP, PIN, biometric, session expiry
- KYC Issues — status checks, DigiLocker, eSign, PAN, geolocation
- Investment Issues — payments, SIPs, orders, mandates, redemptions
- Portfolio & Reports — NAV updates, holdings, CAS import
- Account Settings — bank verification, nominee, email/phone changes
Page Format
Every page follows a consistent script format:
👂 What the customer says
The exact words or phrases users typically say when reporting this issue.
⚙️ Background (agent reference — do not read to customer)
Technical explanation of what's going on behind the scenes — for your understanding only.
🗣️ What to do & say
Plain-language response you can read or paraphrase to the user.
🔴 Escalation
When to stop troubleshooting and hand off to L2, with specific criteria.
Quick Triage
- Identify the user's stage: Are they trying to log in, complete KYC, place an order, check their portfolio, or change settings?
- Jump to the matching section and find the closest issue page.
- Follow the script — start with "What to Tell Them" and escalate only when criteria are met.
💡 Pro Tip
Ask the user what screen they're on. This immediately narrows down which section to check.