Tier-1 BOD Issues Only

Say: Hi, I’m part of our frontline BOD Tech team. I’m going to ask you a series of questions and troubleshooting steps to help you with your tech issue. If you are still having issues I’ll be happy to transfer you to another tech team for further assistance. 
Ask: May I know what type of issue you are experiencing? *
Ask: What are you using to watch Beachbody on Demand? *
Say:
AirPlay and streaming are currently unsupported on Smart TVs and game consoles. Also, the Beachbody On Demand app is unavailable on Smart TVs and game consoles.

AirPlay 2 and streaming from the Beachbody on Demand app is currently unsupported on Smart TVs and game consoles, however, Apple supports a list of Smart TVs compatible with their AirPlay 2 feature.

See KB 7953
If a customer is stating they are unable to log into BOD

Ask: What device are you trying to sign into Beachbody on Demand? *
Ask: Is this your first time signing in with this device? *
Ask: What email are you using to sign in? *
Ask: Do you have an alternate email addresses or any other emails you have used in the past for Beachbody? *
Say: Yes that is the one we have on file, allow me few moments to look into your account.
Say: "May I have your permission to change your password to conduct a password reset for you?"
Process password reset in BAM! 

Password Reset KB *
If the customer/coach is experiencing a Locked symbol

Do: Check to see that they have purchased BOD, VIP Early Access, or Nutritional program that they do not have the access to.

Note: Navigate to the "All Orders Tab" in UAD and verify if the program was successfully purchased *
Say: It looks like you still need to purchase the program in order to get access. Go to Teambeachbody.com to make a purchase
Note: Tier 1 EBS access agent only: click “Grant Access” after the purchase was validated

Ask: Could you please log out and log back in? *
Ask: "Are you using the App or the web browser through your Apple device?" *
Ask: "Are you using the App or the web browser through your Android device?" *
Do: Guide the customer to update to the latest version of BOD App.

Step 1-From your home screen tap Appstore
Step 2-Tap Search
Step 3-Search BOD App
Step 4-Tap Update *
Do: Guide the customer to update to the latest version BOD App.

Step 1- Open Google Play Store app
Step 2- Tap Menu (☰)
Step 3- Go to My apps & games 
Step 4- Search Beachbody On Demand
Step 5- Tap More (⋮)
Step 6- Install or Enable

Ask: Were they able to download the latest version? *
Do: Guide the customer to update to the latest version BOD App.

Step 1- Open Google Play Store app
Step 2- Tap Menu (☰)
Step 3- Go to My apps & games 
Step 4- Search Beachbody On Demand
Step 5- Tap More (⋮)
Step 6- Install or Enable

Ask: Were they able to download the latest version? *
Ask: Are you able to stream now? *
Ask: Are you able to stream now? *
Say: Okay, let’s make sure you are using the latest version of the browser.
Ask: Which browser are you using? *
Do: Select the hyperlink and walk the customer to update browser 

Ask: Were they able to update to the latest browser version? *
Ask: Are they able to stream now without video playback issues? *
Say: Unfortunately, Beachbody does not support Internet Explorer as a browser option. Please note Chrome, Firefox, Microsoft Edge and Safari are compatible browsers.
Say: We have a specialized Tech Team that will be able to assist you further. Please allow me a moment to transfer you
 
Transfer to Tier 2
Voice Cold Transfer: A_TECH_TIER2_TRANSFER
Chat "T2 Tech transfer"
Say: We have a specialized Tech Team that will be able to assist you further. Please allow me a moment to transfer you. 
 
Transfer to Tier 2
Voice Warm Transfer: A_TECH_TIER2_TRANSFER
Chat "T2 Tech transfer"
Say: Great! Please let us know if you have any other questions.
 
Close Contact
Proceed with closing the contact as usual on UAD.
 
Contact Driver: Technical
Contact Reason: Can't log in
Product: BOD-IOS App
Agent Action: Agent Reset Password
Say: Great! Please let us know if you have any other questions.
 
Close Contact
Proceed with closing the contact as usual on UAD.
 
Ex.
Contact Driver: Technical
Contact Reason: Poor Video Quality
Product: BOD-IOS App
Agent Action: Unsupported Device/Browser
Say: Great! Please let us know if you have any other questions.
 
Close Contact
Proceed with closing the contact as usual on UAD.
 
Ex.
Contact Driver: Technical
Contact Reason: Poor Video Quality
Product: BOD-Android App
Agent Action: Unsupported Device/Browser
Say: Great, I am glad I was able to assist you with this.
 
Close Contact
Proceed with closing the contact as usual on UAD.
 
Contact Driver: Technical
Contact Reason: Can't log in
Product: BOD-IOS App
Agent Action: Log Out and Log Back In
Do: Navigate to BAM! and Downgrade Club and Reinstate Club.

Step-by-step ReinstateClub

Ask: Are you able to stream now? *
Say: Great, I am glad I was able to assist you with this.
 
Close Contact
Proceed with closing the contact as usual on UAD.
 
Contact Driver: Technical
Contact Reason: Can't log in
Product: BOD
Agent Action: Reinstate Club
Say: Okay no problem, I will be transferring you to our Tier 2 Tech department who will be able to assist you further, thank you for your patience.
 
Transfer to Tier 2
Voice Warm Transfer: A_TECH_TIER2_TRANSFER
Chat "T2 Tech transfer"
Say: Let me get a specialized tech agent to further assist you. Please allow me a few moments to transfer you and explain the steps we have already attempted to the next agent. 
 
Transfer to Tier 2
Voice Warm Transfer: A_TECH_TIER2_TRANSFER
Chat "T2 Tech transfer"
Issue Resolved? *
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