Arranged Conversations

What are Arranged Calls?

Arranged Calls make it easier to reach your favorite advisors by asking us to begin a call with them whenever they become available. Don't waste your time waiting to see if a certain advisor becomes available; simply arrange a call, then relax and wait for your phone to ring.

How can I request an Arranged Call?

To arrange a call online, select the Arrange Call button located on the advisor's listing. You will then see your place in line and the estimated wait time. After confirming the arranged call, you can edit the callback number or manage SMS status alert preferences. By default, we will send you text messages to keep you updated about your place in line and estimated wait time.

To arrange a call over the phone, call 1-800-ASK-KEEN (1-800-275-5336) and sign in with your 4-digit PIN code. You will be given the option to enter the extension of the advisor you wish to speak with. If your advisor is busy with another customer or not available to receive calls, you will have the option to request an Arranged Call if the advisor accepts arranged calls. 

Please keep in mind that you will need to have a balance on your Keen account in order to arrange a call.

How can I tell if my advisor is accepting Arranged Calls?

If your advisor is busy with another customer or not available to receive calls, you will see an Arrange Call button on the advisor's listing.

Does arranging a call guarantee that the call will take place?

Arranging a call does not guarantee that you will receive a call. Arranging a call simply holds your place in line should the advisor become available within a 24-hour period.

Can I request for more than one Arranged Call at a time?

Yes! However, keep in mind that the Arranged Call will only take place if there is at least 1 minute of talk time available. If you arrange two calls and use all your funds with the first call, the second call will not take place.

Where can I review my Arranged Calls?

Visit Arranged Conversations, from the notification/bell icon dropdown menu. From here, you can manage your Arranged Calls; you can customize the length of time you are willing to wait for a call or cancel an Arranged Call.

How do you track the estimated wait time?

We calculate the estimated wait time by taking the advisor's average call length and multiplying it by the number of customers in line.

If you miss the call, we recommend you arrange another call with the advisor.

Can I choose my place in line for the Arranged Call?

No, all Arranged Calls are placed in the order received. You will see your place in line before confirming the arranged call.

What happens to the money I added to my account if you don't call me or if I miss a call?

In the case the advisor does not become available or you miss the call, any funds added to place the call will remain on your account available for use on your next call.

 

What are arranged chats?

Arranged chats if a feature allow you to request a chat with an advisor when they are busy.

How can I request an arranged chat?

Click the Arrange Chat button on the advisor's listing.

How can I tell if my advisor is accepting arranged chats?

That's easy! You will see a green button that says Arrange Chat.

Do arranged chats guarantee a chat back?

No, arranged chat do not guarantee that a chat will occur. If your advisor becomes available in the next 24 hours, we will connect you with them. An arranged chat will expire after 24 hours. You will need to opt in to receive an SMS text notifying you when your advisor is available. Be sure to have your phone handy; we'll include a link to start chatting in the text, which will reserve your advisor for up to 2 minutes.

Can I request for more than one arranged chat at a time?

Currently, arranged chat for more than one advisor is not an option.

Where can I review my arranged chats?

Visit your Arranged Conversations page from the notifications/bell icon drop-down menu. If you are using the Keen app, visit your profile and select Arranged Conversations. From here, you can manage your Arranged Calls, Chats, and appointments. You can also customize the length of time you are willing to wait for a chat or cancel an arranged chat.

How can I cancel an arranged chat?

You can proactively cancel from your Arranged Conversations page, or simply not respond to the SMS message letting you know the advisor is available.

How do you track the estimated wait time?

We calculate the estimated wait time by taking the advisor's average chat length and multiplying it by the number of customers in line.

No worries, you can sign in to your mobile or Keen.com account and request a new arranged chat or if your advisor is available you can request a chat.

Can I choose my place in line for the arranged chat?

No.

What happens to the money I added to my account if you don't give me a chat me or if I miss a chat?

In the case the advisor does not become available or you miss the chat opportunity, any funds added to place the call will remain on your account available for use on your next reading.

How can I opt out of SMS alerts for chats?

Visit Personal Information then Notification Settings, and the uncheck the SMS Alert Enabled checkbox.

 

 

Still have a question? Contact us!