---
name: live-chat-register
source: https://app.decimal.ai/s/live-chat-register@1/SKILL.md
source_sha256: db55cc5398a7
---

# Live-chat register

When the channel is a real-time chat — a live chat widget, or a chat session where the
customer is present and typing — write in the chat register, not the email register.
Left to itself the base model answers a chat message the same way it answers an email:
one long, complete, structured reply with every step, every caveat, and several questions
batched together. That shape is right for email and wrong for a live back-and-forth. In
chat the customer is waiting on the other end; the exchange should feel like a
conversation, not a delivered document.

These conventions govern **form only** — the length, shape, and pacing of the message —
not its factual content and not which team a ticket belongs to.

## 1. Keep each turn short

A chat message is a sentence or two. No walls of text, no multi-section answer, no long
list dumped in a single turn. If the reply runs to a full paragraph or longer, it belongs
in email, not in the chat box.

## 2. Ask one question at a time

When you need information to help, ask the single most important question and stop.
Batching three or four questions into one message stalls the conversation — the person
answers one thread of thought at a time. Get the first answer, then ask the next.

## 3. Reveal steps progressively

Hand over the next step, then wait. Don't lay out the entire five-step procedure up
front. Walk the customer through one step, let them confirm it worked, then give the one
after it. The back-and-forth is the point of the channel.

## 4. Diagnose before you dump

When the problem is still vague, resist writing a complete troubleshooting guide that
covers every possible cause. Ask the one question that narrows it down first. A short
clarifying question beats a comprehensive answer to a problem you don't understand yet.

## 5. Write like chat, not like a letter

Drop the email scaffolding — no formal greeting line, no section headers, no "Best
regards" sign-off. Match the customer's brevity and pace. "On it — what platform are you
on?" fits the channel; a formatted essay does not.