Intermediate · B1 / B2 · Digital Life

Online Support Chat

Your goal: use chat support effectively, describe a technical issue, and get to a human when needed.

1

Survival Phrases

Opening

  • Hi, I've got a billing issue — the app charged me twice.
  • I'd rather speak to a person — is that possible?
  • Can you see my account?

Describing the issue

  • It happens every time I click 'checkout'.
  • I've tried logging out and back in — still the same.
  • The error message says 'session expired'.

Asking to escalate

  • I've tried all the steps in the guide — can someone look at my account?
  • Is there a ticket number for this?
  • Could a supervisor look into this?

Closing

  • Could you email a summary of what we did?
  • Thanks — that's sorted.
2

Model Dialogue

Read the dialogue aloud twice — once for each speaker. Notice how B picks up A's words and adds something.

Bot: Hi, I'm the assistant. What can I help with?

Marina: I've been charged twice for the same order — I'd like a refund.

Bot: I can check your order. Can you give me the order number?

Marina: 4471. Look, I've tried the steps in the guide — I'd really rather speak to a person.

Bot: I'll pass you to an agent. Please hold.

Agent: Hi, Marina — I've got your order. I can see a duplicate charge. I'll refund one now.

Marina: Thank you. Could you email me a summary so I have it on record?

Agent: Of course — sent. Is there anything else?

Marina: No, that's it. Cheers.

3

Register: formal vs informal

SituationMore formalMore informal / natural
OpeningI have a billing issue — the app charged me twice.I've been double-charged.
DescribingIt happens every time I click 'checkout' — I've tried logging out too.It breaks at checkout.
EscalatingI've tried all the steps in the guide — could someone look at my account?I've tried everything — can a person help?
ClosingCould you email me a summary, please?Can you send me a recap?
At B1/B2 the line between formal and informal is often tone and softeners (just, a bit, possibly), not different words. Soften requests when the stakes are higher.
4

Typical Mistakes (B1/B2 & Portuguese interference)

  • I am charged twice. → I've been charged twice. / It charged me twice. ((present perfect passivo))
  • I want to speak with a person. → I'd rather speak to a person, please. ((would rather))
  • I tried all the steps. → I've tried all the steps in the guide. ((present perfect para experiência))
  • Can you give me a number of ticket? → Could you give me a ticket number? ((ticket number))
  • It don't work. → It isn't working. / It doesn't work. ((doesn't))
  • Email me a resume. → Could you email me a summary? ((resume = CV; summary = resumo))
5

Culture Note

  • Bots repeat the guide — saying 'I've already tried that, I'd like a person' routes you to an agent faster.
  • A ticket number is your proof; always ask for one and quote it next time.
  • Staying polite but firm gets faster results than frustration — agents remember difficult chats.
  • Asking for a written summary protects you if the fix doesn't stick.
6

Practical Task

  1. Rebuild the dialogue with a login loop ('session expired' repeatedly).
  2. Record your part, escalating politely.
  3. Write the error message exactly as you'd paste it.
  4. Real-life mission: find a real support chat transcript in English and note three phrases.

Before you finish, can you…

  • ☐open a chat with a clear issue?
  • ☐describe a repeating technical problem?
  • ☐ask to escalate to a person?
  • ☐request a summary and a ticket number?
Bring your dialogue — the teacher plays a bot that loops you back to the guide twice.