Thank you all for your patience regarding the challenges you've been experiencing in ANNA. We appreciate your participation to ensure your clients are taken care of while we work to get the technical issues resolved. 

 

If you have an issue that is going to delay your Lookbook delivery, please do the following:​

STEP 1: 

Reach out to your client ASAP, before the time of the Look Review, and let her know her Lookbook will be delayed. You can use the following scripts:

 

For Head-to-Toe Session:

Hi _______, my name _______ and I'm your personal stylist at Allume! My sincerest apologies, I'm encountering some technical issues so your Lookbook is going to be a little delayed. I'll send it over as soon as possible so we can review your Looks together :) Thanks for your understanding! 

 

For Recurring Session:

Hi _______ , it's _______ from Allume. My sincerest apologies, I'm encountering some technical issues so your Lookbook is going to be a little delayed. I'll send it over as soon as possible. Thanks for your understanding! 

STEP 2: 

Close out ALL your ANNA and Dashboard tabs and re-open them. Refresh the pages after 2-3 minutes.

STEP 3: 

Try opening your browser with a new "Incognito" window, sign into the Dashboard and try opening ANNA

STEP 4: 

Click on THIS LINK which directs you to the chat. For the fastest turnaround, state the issue in the subject line (i.e. Urgent - ANNA is Down), provide a Client Email / ANNA Link / Screenshots of the issue. 

When your request is submitted, an agent from our Concierge team will quickly escalate the issue to our Engineering Team so that it can be worked on right away. Depending on the severity of the issue, it can take anywhere from 5-30 minutes for a solution - OPS will provide status updates until the issue is resolved. Reports of ANNA or the Dashboard being down are considered Urgent and are worked on immediately. 

Concierge Live Chat Business Hours:


Sunday: 9AM PST - 5PM PST
Monday: 7AM PST - 6PM PST
Tuesday: 7AM PST - 6PM PST
Wednesday: 7AM PST - 6PM PST
Thursday: 7AM PST - 6PM PST 
Friday: 7AM PST - 6PM PST
Saturday: 9AM PST- 5PM PST

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