(9:26:18 PM) Bot: Conversation Transcript:
Here is a summary of the chat: Assistance is needed regarding the website https://mountainline.az.gov/, which appears to be down. There is an active incident reported by WP Engine affecting the User Portal service, potentially related to this issue. A support PIN (B67031) has been provided for verification during the transfer to a support agent.

[Chatbot]: I’ll ask you a few quick questions so I can best direct your query.What do you need help with?

[user]: (Active Outages)

[Chatbot]: WP Engine has reported 1 active incident:

– ‘wpengine.com intermittently down’, affecting the User Portal service.

If you would like to view outage information or subscribe to updates, you can do so here: [WP Engine Status Hub](https://wpenginestatus.com/).

If you believe WP Engine is experiencing an unreported outage, type “support” to speak with an agent.

[user]: support

[Chatbot]: You can speak with an agent for further assistance. Please wait while I connect you to support.

[user]: This site appears to be down. https://mountainline.az.gov/

[Chatbot]: Detected Intent: (Site Down)

[Chatbot]: Thank you for letting us know. I see there is currently an active incident affecting the User Portal, which may be related to the issue you’re experiencing.

Would you like to provide more details about what you’re seeing when you try to access the site? For example, are you getting an error message, or is the page just not loading? This information will help me assist you further. If you prefer to speak directly with a technician, please let me know.

[user]: ((RESTART CONVERSATION))

[Chatbot]: I’ll ask you a few quick questions so I can best direct your query.What do you need help with?

[user]: (Active Outages)

[Chatbot]: WP Engine has reported 1 active incident:

– ‘wpengine.com intermittently down’, affecting the User Portal service.

If you would like to view outage information or subscribe to updates, you can do so here: [WP Engine Status Hub](https://wpenginestatus.com/).

If you believe WP Engine is experiencing an unreported outage, type “support” to speak with an agent.

[user]: Support

[Chatbot]: I will connect you with a support agent for further assistance. Please hold while I transfer you.

[user]: B67031 is the support pin.

The site that is down is https://mountainline.az.gov/

[Chatbot]: Detected Intent: (Site Down)

[Chatbot]: Let me get you connected to an agent. I need some quick details before I can transfer your chat.

[Chatbot]: Your PIN can be found in the lower left corner of this page.Provide the URL or domain of interest.

[user]: Support PIN: [B67031]
URL: [https://mountainline.az.gov/]

[Chatbot]: Thanks! I’m connecting you with our team.Please wait for the next available agent.

[Chatbot]: (Successfully started chat)
(9:26:22 PM) forethought_bot_wait_time: Your estimated wait time is 1-3 mins
(9:27:32 PM) Jonathan K.: Hi there!
(9:27:44 PM) RadiateU Service: Hi, we have a site outage.
(9:27:51 PM) RadiateU Service: https://mountainline.az.gov/
(9:28:25 PM) Jonathan K.: sorry to hear that,  I can take a look! Please give me just about 3-5 minutes to get your account verified and check things out here.
(9:32:29 PM) Jonathan K.: I need to step away from my desk, but I’m getting you passed to my colleague Justin along with the notes on what I’ve checked thus far, please allow them a few minutes to get caught up and check further. Thanks!
(9:33:26 PM) RadiateU Service: I also need to step away. Can you open a ticket and make sure to copy carol@radiateu.com.
(9:33:47 PM) RadiateU Service: I will check the email in about 30 minutes.
(9:33:50 PM) Justin B: Sure, I will put in a ticket right away. I will post the ticket ID # in this chat window shortly.
(9:36:53 PM) RadiateU Service: do you have the ticket numberr yet?
(9:37:27 PM) Justin B: The ticket ID is #8014766. I just haven’t finished putting in the notes yet.
(9:38:43 PM) RadiateU Service: Thanks. I will check back on the email.
(9:43:23 PM) Justin B: Sounds like a plan. You have a great rest of your day, and take care.