NOTE | My Site 1

Introduction to Domainshttps://www.domain.com/pagehttps : hypertex transfer protocol - Protocol
www : world wide web
Domain : root domain
.com : Extension
Page :TLD : Top level domain
ccTLD : Country codeDomain : a unique web address that allows people to find a website on the internet
no one will be able to use your domain / cannot be changed once it was purchased /ICANN - Internet Corporation for Assigned Names and Numbers
DNS : Domain Name System - turns domain names into IP addresses, which browsers use to load internet pages / the one that is connecting the domain name to a websiteDNS records :
1) A records - Address record / IP address
2) C name - Cononical name
3) NS - name serverPropagation - the process of updating a domain's DNS records across the internet after changes are made. This process can take up to 24-48 hours to complete.Before you connect a domain to a site, you must have a premium plan2 Connection method : pointing / NSPOINTING

Billing - In billing we have what we call as premium services or subscriptions one of them are what we call as :

Premimum Plans
Domains
Mailbox / Business emails
Logo
TPA / Third party apps

Benefits :

No Ads
Increase Storage and Bandwidth
Connect to a unique domain
Collect Sales and Payments
14-day Free Trial

PRemium Plans : monthly , 1 - 3 years cycle (4 cylces)
Domain : 5 cycles

Business emails allows users to :

Stay in touch with customers
Appear more professional
Manage their business emails under a personalized domain

A business email is an email address associated with the domain name. It helps site visitors get in touch with a site owner, company, specific department, etc.Shutterstock media is a collection of royalty-free images, videos, and other media files that Wix users can purchase to use on their websites.

3 types of sale :

Personala Sale / Happyy Sale - 50% discount for users in US who just created a Wix account | Available for the first 72 hours from the creation date | Billing cycle must be for a year or longer
Seasonal Sale : 50% discount on an initial Premium plan purchase or upgrade with a yearly, 2 year or 3 year biling cycle. | Not appliable for existing Premium plan renewals
50% discount on Google Workspace business emails. Only applicable to first-time buyers for up to 20 businesses emails at a time

3 types of vouchers:

One Year Free Domain - Allows users to purchase a new domain with a yearly billing cycle. However, it doesnt cover additional fees, like private registration
Business Essential Bundle - Provides yearly upgrade for two thrid-party apps from the Business Essential bundle
Google Ads - Allows users to get ad credits after theyve spent a certain amount on Google Ads

3 types of Coupons:

WIx promo code - 10% discount for all users (at any time) on the initial purchase of a premium plan with a yearly, 2 year, or year billing cycle
Sale Extention Coupon - For users who missed a premium plan sale and contacted us about it.
Business Essential Bundle - For third Party apps
Non profit Coupon - Allows discount on premium plans for charitable and non-profit organizations. Users must supply the relevant docs to receive this coupon (Techsoup)
Student discount coupon - Same as Non profit Coupon but they must supply the relevant docs to Student Beans

The Expert Toolkit :To view the expert toolkit the VPN must be turned ONUser Interaction Workflow : Opening - Clarificatio - Investigation - Suggestions & Implementation - Closing

Opening Phase : During the Opening phase, you’ll verify the user’s Wix account and gather basic information about the user’s support request.
Clarification Phase : During the Clarification phase, you'll ask questions to learn more about relevant sites, domains or apps impacted by the user's issue. Additionally, you'll review the USP to research a suggestion.
Investigation Phase : During the Investigation phase, you’ll use your resources to investigate the user’s issue and provide possible solutions.
Suggestion and Implementation Phase : In the Suggestion and Implementation phase, you’ll provide a site improvement suggestion and help the user implement it.
Closing Phase : In the Closing phase, you’ll conclude the interaction with the user, make your finishing or escalation notes and close or escalate the ticket.

There are certain fields in the Expert Toolkit where you can quickly copy a user’s information to your clipboard. These are :

Wix Account Email Address
Ticket Link
Ticket Number
User ID
Meta Site ID (MSID)
Template Name

Service Bill:On the Search Customers page, you can find a user's billing account through different search parameters.The BatOffice is an internal system for processing refunds for Wix services that fall outside of our official refund policy

Domain purchase (Registration / Active)
-Grace Period (Expired - 30 - 35 days) Domain extension
-Redemption Period (Suspended - 30 - 35 days) Penalty : 100 USD
-Pending delete (5-10 days)
-Available to anyone

When it comes to transferring a domain away fom Wix, its important to know the following information :

- A domain cannot be tranferred within 60 days of purchase

- After changing a domains contact information, its considered locked and cant be transferred for 60 days

- After transferring a domain, its considered locked and cant be transferred again for 60 days

- It can take seven days for a domain transfer to be complete

transferring a domain from external to wix, THE USER CAN STILL USE THE FREE DOMAIN VOUCHER (USER MUST UPGRADE FOR A PREMIUM PLAN)

Mailbox : personalized business email account consists of main username and the users custom domain nameOne domain = One mailbox : this means that only one mailbox can be connected to one domain at a timeOne mailbox can have more than one email address (Users needs to pay additional fee for each email address added on the mailbox)email addresses are also called as mailbox users or mailbox seats (each mailbox seats has its own username and password)NOTE : users can have numerous domain-based email addresses, but they must be purchased from the same email provider like Google or WixThe Google Workspace business email integration allows users to manage their business emails and other Google Workspace applications under their custom domain name.Purchasing a Google Workspace business email from Wix provides numerous benefits for our users, including:

The ability to keep and manage their domain, site, hosting and professional email address all in one place
Access to a specialized team (the Domains and Mailboxes team) that can troubleshoot deliverability issues

-Users can purchase a mximum of 20 mailbox seats at a time
-Users can buy up to 300 mailbox seats, but they can only purchase 20 at a time. For example, if a user wants 100 mailbox seats, they would need to complete five transactions.
-Users can change the username that comes before the @ characterby following the steps in this article Google Workspace: Renaming a Workspace User
-Users can access the Google Workspace admin console by selecting 'Manage at Google' from the business email table on their site's dashboard or by visiting admin.google.com and signing in with their admin credentials

A mailbox is a personalized business email account, which consists of a main username and the user’s custom domain name. For example, info@photoed.com.
- Purchasing a mailbox is a great way to strengthen a brand name and build trust with customers.
A domain name is an essential part of a mailbox, so users must own a properly working domain (from Wix or elsewhere) and add it to the Domains tab of their Wix account.
- One domain = one mailbox
Once a user purchases their Google Workspace business email, they need to set up their Google Workspace account and accept Google’s Terms of Service.
- Google Workspace is a Google product, while Wix is a reseller of Google Workspace business emails.
Always include a screenshot of the login error and confirm the affected mailbox seat when escalating.
- To check if a user is an admin, use the UM or impersonate into their account using the Business Email tab.
Canceling a Google Workspace business email prevents it from renewing automatically at the end of the subscription period.
- Once the subscription period expires, the business email will stop working.

What Are MX Records?
An MX record (mail exchanger) is a DNS record that routes emails to specific mail servers. MX records essentially point to the IP addresses of a mail server's domain. MX records are especially useful for users who host or lease an email because it differentiates web and email servers.

SPF record means : Sender Policy Framework (SPF) SPF records are important for email security because they help prevent spoofing, spam, and phishing.
DKIM record means : A DKIM record stores the public key that verifies the authenticity of an email.

INSTEAD OF ASKING "DO YOU HAVE A MAILBOX" Is therea business email attached to the domain

cycle - premium / product - the charge fom their account

Users can change the username that comes before the @ character by following the steps in the Google Workspace: Renaming a Workspace User

SEO (Search Engine Optimization) : The practice of setting up and maintaining a site in ways that improve its position in internet search results.

Search Engine : A software system designed to carry out searches on the World Wide Web (in other words, the internet). The biggest, most widely used search engine is Google. It’s so dominant in the real world, that this course will mostly refer to search engines as ‘Google’.

Importance of SEO :

Improves their sites’ visibility and search result ranking on search engines
Helps bring prospective customers to sites based on the keywords they type into a search engine
Assists with getting more clicks, site visits and higher sales conversions

"Optimizing for search engines is one of the most valuable things you can do to achieve your business goals. build brand awareness and drive traffic to your site"

Note: As with many products at Wix, there are multiple terms for the same tool.

The Wix SEO Wiz, the Wix SEO Checklist and the Wix SEO Setup Checklist are all synonyms for the same great tool. In this course, we'll be calling it the Wix SEO Checklist. There’s also the Wix SEO Assistant, which is a separate tool that addresses a few more advanced SEO options for users. It’s particularly helpful to users with Wix Blog. Finally, there’s the Wix SEO Hub(opens in a new tab), which contains an extensive collection of in-depth blog, video and podcast resources for users.

What’s the Wix SEO Checklist? : The Wix SEO Checklist is a step-by-step customized checklist that helps users set up their site's SEO. It offers:

Valuable guidance on what an individual site needs to connect to and be verified by Google
Assistance with getting a site indexed quickly by Google
SEO best practices to continue improving a site's search result ranking

Alt Text is a type of test in a sites code that describes images on the site. Adding alt text to site images gives search engines valable information about them and helps improve the sites search results ranking.

301 - an Automatic redirection process in which allows to page to load up properly even if the user changes the site page name

Sample spiels:
#1 User needs to set up SEO for their site : Let me guide you to the wix SEO checklist and show you how to get started with it. If you get stuck on a specific step, reach out to us again.
#2 User wants to know about keywords : Keywords are words or phrases that people might use to search for a business
#3 User asks why's theres no progress with the sites results on Google : Changes in SEO can take a while to impact search results. The Wix SE Hub offers guidance for further improving your sites SEO and SEO Professionals are availbale for hire via Wix Marketplace
#4 User wants to know about Alt text : Alt text is text in a sites code that describes the images on the site. Adding it to images can help improve search results rankings by telling the search engine what the images show.

1st step : user will be ask for their business brand name, where does the business serve their customers, keywords

SEO is a great propositions for users who are unsure how to trim traffic and visibility to their business

Once a user has successfully connected to the Google search console they will get a confirmation email confirming that they have connected and their homepage has been indexed by Google

Accessibility : makes it possible for people to access services, resources, goods regardless of their disability

Web Accessibility : websites, tools and technologies are designed and develped so that people with disability can use them

Web accessibility encompasses all disabilities that affect access to the web, including: Auditory, Cognitive, Neurological, physical, speech and visual

Benefits of making a site web accessible? : Users can reach a community that otherwise wouldnt be able to navigate their sites, grow their brand by reaching more people globally and minimize legal risks and countries that requires digital access to all.

suggest to contact local Accessibility adviser.

There are two Wix accessibility tools that are available to users. These are:

- The Wix Accessibility Wizard, which scans a user's site to locate potential web accessibility issues

- The Wix Accessibility Checklist, which allows users to manually review their site for potential accessibility issues that weren't previously detected by the Wix Accessibility Wizard

Activity: Scan Your Site with the Wix Accessibility Wizard

The Wix Accessibility Wizard can scan a site for the following issues:

- Alternative Text

- Main Heading

- Heading Definition

- Duplicate Heading Tags

- Color Contrast

The Wix Accessibility Wizard can't scan a site for the following issues:

- Linked text

- Text Written Within Images

- Using Color to Convey Information

- Accessibility Statement

- Zoomed Content

renewal -
initial : check

Billing cycle
Charge date
Initial or renewal
Contact Date

Four refund ....

Public/Automatic refund
Refund Widget (Wix.com/Refund)
BatOffice
Advanced billing

Premium Plan:
If its gonna be for RENEWAL let the user know why they were charged

-Auto Renewal (Terms of use)

-Notifications

+ Monthly - No notifications

+ Yearly - 30 days before the next charged date

+ 2 Years - 30 days before the next charged date

+ 3 Years - 60 days before the next charged date

-Charged

+You are charged the full amount for your yearly or multi-year subscription 14 days

Once the Developer Tools are open, what can you expect to find and interact with inside? This lesson gives you an overview of:

The Console tab
Error codes in the Console tab
The Elements tab
The device toolbar

The Console Tab

The most commonly used area within the Developer Tools is the Console tab.

The Console tab provides insight into certain bugs, errors, extensions, security and network issues that the user may be experiencing.

Error Codes in the Console Tab

You’re not expected to understand what each error code in the console means. However, you do need to take screenshots of the console to escalate the ticket to Product Support Group (PSG) members or the Production Quality Assurance (QA) team.

The Elements Tab

The Elements tab allows you to inspect elements individually for troubleshooting purposes.

Right-clicking an element and selecting ‘Inspect’ will highlight its code within this panel.

The Device Toolbar

The device toolbar allows you to view the mobile version of a site through the desktop Developer Tools. This way, you can use the Console and Element tabs for troubleshooting mobile sites.

To access this toolbar, simply select the device toolbar button, then adjust the dimensions manually or select from the device presets menu.

Some user cases will need to be escalated to PSG teams or QA. So, having screenshots of the Developer Tools in your escalation notes is a huge help to these teams in solving the user’s issue.

What makes a great escalation ticket?

The accompanying screenshot shows the very top line of the error message
The internal note specifies what steps were taken to reproduce the issue

Additional troubleshooting steps refers to any other steps you took to identify the issue during your investigation.

This can include:

Trying other browsers (and listing which browsers you tried)
Trying to recreate the issue on a duplicate site
Trying to recreate the issue from scratch
Trying to recreate the issue after clearing cache and cookies
Any other attempts you made to identify the issue and the results of those attempts

CRM is the process of managing interactions with existing and prospective customers during the sales process. Wix has created a suite of CRM tools to help our users simplify their workflows, build relationships with their customers, promote site traffic, and convert site visitors into customers.

Wix Inbox is an all-in-one communication tool that allows users with published sites to view and respond to messages on different channels like Wix Chat, Wix Forms, and social media.

As users grow their businesses online, they need CRM tools that can help them streamline work from start to finish. Wix Workflows is a board that gives users a visual overview of their projects and business leads so that they can easily keep track of every phase of their work. They can use ready-made templates or create their own workflow for any site process they need to keep track of.

Wix Automations - every automations has three elements

- Trigger

- Actions

- Timing

Topics in CRM :

- Wix Inbox : Storage for your communications on your websites

- Wix Chat :

- Business Phone Number :

- Wix Contact list :

- Tasks & Reminders : allows users to organize and prioritize their work by creating tasks, setting due dates, and receiving notifications when tasks are due.

- Wix Workflows :

- Wix Automations : Helps users automated emails to their sites visitors

2 types of automations : Created by You/U and Pre installed

There are certain records that arent properly connected. These records are called :

Hello,

I appreciate you getting in touch with Wix Customer Care, I hope that you are having a great day!

I understand that you are seeking assistance with regard to purchasing the right premium plan for your website, and would like to know if you can have a discount coupon. No worries, we are here to help you out and guide you all the way.

To purchase the right Wix premium plan, we advise that you carefully assess your website needs based on features like storage, bandwidth, custom domain connection, e-commerce functionality, and customer support requirements as this could help you find or choose the correct premium plan that suites to your website needs.

We have different types of plans that we can offer, the Light premium plan which is for a site that’s focused on establishing an online presence, our Light plan allows you to create a great looking and easy-to-use site, free from Wix branding and with a custom domain. Core and Business premium plan, if you need business features like eCommerce and payments, check out our Core and Business plans. And lastly Business Elite in which for high-traffic businesses that need custom functionality, our Business Elite option offers access to Wix’s most advanced capabilities and infrastructure.

For more information about Choosing a Premium Plan you may refer to this link

Regarding with your question about getting a discount coupon, we are happy to inform you that wix offers a 10% discount for all users (at any time) on the initial purchase of a premium plan with a yearly, 2 year, or year billing cycle. In this case, you can get a 10% off Wix promo code from Wix.com by using the code TAKE10:

Copy the code
Go to the pricing page and log in or sign up to Wix
Choose a plan
Enter the promo code in the "Enter Promo Code" box

This promo code is valid for: First-time upgrades, The first year only, Any Yearly Premium Plan purchase, and A free domain for a year.

I hope that I was able to answer your question, we always wanna make sure that you get the highest level of service on our platform, if you need further assistance, please dont hesitate to reach out to us again and we would more than happy to take care of you.

Best,

Toon

Name :
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Thank you so much for contacting wix customer care, My name is Toon. May I have your name please?

Ask the user how they are doing : Hello __ How are you today?

Thank you for letting us know about this matter ___ and I appreciate you bringing this to our attention. No worries, we are here to help you out and guide you all the way.

Sample Spiel / Frustrated user / wants to transfer a domain outside of wix :

I’m truly sorry to hear about the experience you’ve had. We strive to provide the best possible service, and it’s disappointing to know we didn’t meet your expectations. Your experience is incredibly important to us, and I’d like to understand more about what went wrong so we can work to improve.

If you’ve decided to transfer your domain to another provider, I’d be happy to guide you through the process and ensure it’s as smooth as possible. Please let me know how I can assist or if there’s anything we can do to address your concerns before you make your final decision.

Your satisfaction matters to us, and I hope we can find a way to regain your trust.

60 Days lock policy :

A "60-day lock policy" refers to a rule set by the Internet Corporation for Assigned Names and Numbers (ICANN) that prevents a domain name from being transferred to another registrar for a period of 60 days after any change is made to the registrant's contact information, such as their name, email address, or organization details; essentially acting as a security measure to prevent unauthorized domain transfers.

A wix user contacted customer service with regard to their issue about spam emails and unauthorized emails sent to their users :

Hi [User's Name], thank you for contacting Wix Customer Support. I understand you’re concerned about spam or unauthorized emails being sent to your users. I can assist you in securing your domain by adding SPF and DKIM records, which help prevent these issues. Let me guide you through the steps.

Step 1: Accessing Domain Settings

First, log in to your Wix account and navigate to the dashboard of your website.
On the left-hand menu, click Settings, then scroll down to Domains and select your domain.

Step 2: Adding an SPF Record

In your domain settings, find the Advanced DNS Settings or DNS Records section.
You’ll need to add a new TXT record. Here’s what to enter:
- For the Name/Host, leave it blank or use “@”.
- For the Type, select TXT.
- For the Value, enter this: v=spf1 include:wix.com ~all.
- Set the TTL to 1 hour or leave it as default.
Once you’ve entered this, save the changes.

Step 3: Adding a DKIM Record

Next, in the same DNS Records section, add a new CNAME record.
- For the Name/Host, enter selector1._domainkey.
- For the Type, select CNAME.
- For the Value, enter: selector1.wixemail.net.
- Again, set the TTL to 1 hour or leave it as default.
Save the changes after entering these details.

Step 4: Verifying the Changes

These updates may take up to 48 hours to propagate fully.
After that, you can test your domain's email security using tools like MXToolbox to confirm that the SPF and DKIM records are working correctly.

Agent:
By following these steps, your email security will improve, and the chances of unauthorized emails being sent will decrease. If you run into any issues while making these changes, please don’t hesitate to call us back or check our Help Center for more detailed guidance.

Is there anything else I can assist you with today?

ICANN : ICANN, short for "Internet Corporation for Assigned Names and Numbers," is a non-profit group that manages domain names and IP addresses. They make sure every website address is unique and works correctly, so when you type a website name, it takes you to the right place online.

Letting the user know how to access their billing history.

To help you verify if the transaction went through, I recommend checking your billing history.

Please note that billing history for Wix services can only be accessed through a desktop device at this time. Unfortunately, it’s not possible to view this information from the Wix mobile app or on a mobile browser.

If you have access to a desktop, here's how you can check your billing history:

Log in to your Wix account on your desktop.
Go to account settings showing on the upper right corner of the screen
Select billing history.

User would like to know if they can still get the same discount if they add an additional business emails on their domain:

Currently, discounts for business emails are only available during the initial purchase as part of a promotional offer. Since Wix is a reseller of mailboxes, the pricing and discounts are set by the email provider, and we don’t have any ongoing promotions that we can apply at this time.

You can still proceed with adding the additional mailboxes at the regular price. If you need help with this or have any other questions

What triggers the 60 days lock policy by ICANN :

The 60-day lock is a policy from ICANN that happens when:

A domain is newly registered.
It's transferred to a new registrar.
The registrant contact info (like name, email, or organization) is updated.

During this time, the domain can’t be transferred to another registrar. This rule is meant to prevent unauthorized transfers and adds a safety period after major changes.

Connecting an external domain to Wix involves updating your DNS records through the domain registrar (the service where your domain is registered). Here's a step-by-step guide:

Option 1: Connecting via Name Servers (Recommended)

Log in to your Domain Registrar's Account:
- Go to the website of the domain registrar (e.g., GoDaddy, Namecheap, Google Domains) where your domain is registered.
Find the DNS/Name Server Settings:
- Look for a section like "DNS Management," "Name Servers," or "Domain Settings."
Update the Name Servers:
- Replace your current name servers with Wix's name servers:
  - ns0.wixdns.net
  - ns1.wixdns.net
Save the Changes:
- Save your new settings. It can take up to 48 hours for the changes to propagate globally.
Connect the Domain in Wix:
- Log in to your Wix account.
- Go to Settings > Domains and follow the prompts to connect your domain. Wix will automatically verify the connection once the name servers update.

Option 2: Connecting via Pointing (Using A Records and CNAME Records)

If you prefer to manage DNS settings with your current registrar:

Get the Wix DNS Settings:
- Log in to your Wix account.
- Go to Settings > Domains, select Connect a domain you already own, and choose Pointing. Wix will display the required DNS records.
Log in to Your Domain Registrar:
- Access the DNS Management section.
Update the A Records:
- Replace the existing A records with Wix's IP addresses. You might need to add or modify records for @ or yourdomain.com to the Wix-provided IP.
Update the CNAME Record:
- Modify the CNAME record for www to point to wwwXXXX.wixdns.net (replace XXXX with the value provided by Wix).
Save the Changes:
- Save your DNS record changes. Changes may take up to 48 hours to propagate.
Verify in Wix:
- Return to Wix and complete the domain setup. It will check if the DNS records are set up correctly.

Notes:

Propagation Time: DNS changes can take from a few minutes to 48 hours to propagate fully.
Support: If you encounter issues, both Wix support and your domain registrar’s support team can assist.

https://editor.wix.com/

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