---
# System prepended metadata

title: Norton LifeLock v0.1 Policy

---

# Norton LifeLock v0.1 Policy

# <a name="goal_maps"> Goal Maps </a>
[Cancel](#_CANCEL_GS)

[Refund](#_REFUND_GS)

[Account details issue](#_ACCOUNT_DETAILS_ISSUE_GS)

[Login issue](#_LOGIN_ISSUE_GS)

[Latency in device](#_LATENCY_IN_DEVICE_GS)

[Virus](#_VIRUS_GS)

[Other software](#_OTHER_SOFTWARE_GS)

[Password changed](#_PASSWORD_CHANGED_GS)

[Network issues](#_NETWORK_ISSUES_GS)

[Payment issues](#_PAYMENT_ISSUES_GS)

[Entering product key](#_ENTERING_PRODUCT_KEY_GS)

[Product activation issue](#_PRODUCT_ACTIVATION_ISSUE_GS)

[Installing issue](#_INSTALLING_ISSUE_GS)

[Issue using norton](#_ISSUE_USING_NORTON_GS)

[Unexpected subscription length](#_UNEXPECTED_SUBSCRIPTION_LENGTH_GS)

[Generic issue](#_GENERIC_ISSUE_GS)

[Configuration issue](#_CONFIGURATION_ISSUE_GS)

[Finding product issue](#_FINDING_PRODUCT_ISSUE_GS)

[Product question](#_PRODUCT_QUESTION_GS)

[Subscription details question](#_SUBSCRIPTION_DETAILS_QUESTION_GS)

[Subscription duration question](#_SUBSCRIPTION_DURATION_QUESTION_GS)

[Subscription cost question](#_SUBSCRIPTION_COST_QUESTION_GS)

[Login info request](#_LOGIN_INFO_REQUEST_GS)

[Remove norton](#_REMOVE_NORTON_GS)

[Confirm installation](#_CONFIRM_INSTALLATION_GS)

[Pin request](#_PIN_REQUEST_GS)

[Product key request](#_PRODUCT_KEY_REQUEST_GS)

[Product info request](#_PRODUCT_INFO_REQUEST_GS)

[Remote access request](#_REMOTE_ACCESS_REQUEST_GS)

[Downgrade subscription](#_DOWNGRADE_SUBSCRIPTION_GS)

[Wifi change request](#_WIFI_CHANGE_REQUEST_GS)

[Transfer subscription](#_TRANSFER_SUBSCRIPTION_GS)

[Payment change](#_PAYMENT_CHANGE_GS)

[Change your password](#_CHANGE_YOUR_PASSWORD_GS)

[Phone number change](#_PHONE_NUMBER_CHANGE_GS)

[Phone number info](#_PHONE_NUMBER_INFO_GS)

[Remove device](#_REMOVE_DEVICE_GS)

[Add device](#_ADD_DEVICE_GS)

[Address change](#_ADDRESS_CHANGE_GS)

[Update email](#_UPDATE_EMAIL_GS)

[Download](#_DOWNLOAD_GS)

[Install](#_INSTALL_GS)

[Product key](#_PRODUCT_KEY_GS)

[Cx survey](#_CX_SURVEY_GS)

## Completion Key
----------------
👩‍💻: escalated

💫: goal achieved

🌬: new goal activated


## 🗺 <a name="_CANCEL_GS"> Mapping 'Cancel' </a> 🗺 [⤴](#goal_maps)
_________________
* ASK: "Why are you canceling?"
	* CUSTOMER: **There was an unexpected renewal**
		* ASK: "We send customers an email before charging their accounts. Maybe we have the wrong email address on file for you. Would you like to see if we have the right email address on file for you? It’ll just take a moment. "
			* CUSTOMER: **Yes**
				* 🌬 'Update email'
				* 	💫
			* CUSTOMER: **No**
				* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **Of a personal reason**
		* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻
	* CUSTOMER: **Customer already canceled their account**
		* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
	* CUSTOMER: **Customer do not need nortonlifelock**
		* ASK: "I can show you how to transfer your subscription or add new device. May I show you?"
			* CUSTOMER: **Yes**
				* 🌬 'Transfer subscription'
				* 	💫
			* CUSTOMER: **No**
				* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **The price is too high**
		* ASK: "We take great pride in providing the highest quality offerings and experience at an affordable price. Would you like to talk to an agent to see if you can get a better price?"
			* CUSTOMER: **Yes**
				* 👩‍💻
				* 	💫
			* CUSTOMER: **No**
				* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **Customer have an apple product**
		* ASK: "While it's true that Macs have historically been considered to be less vulnerable to malware attacks than PCs, there are still significant threats out there. Our product helps to keep you safe from threats to all devices. Do you still want to cancel?"
			* CUSTOMER: **Yes**
				* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
			* CUSTOMER: **No**
				* 	💫
	* CUSTOMER: **Customer are having technical difficulties**
		* ASK: "Would you like to speak to an agent to see if we can resolve your issues?"
			* CUSTOMER: **Yes**
				* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **Customer bought a cheaper subscription from an alternative vendor**
		* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
	* CUSTOMER: **Customer are unsatisfied with our products**
		* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
	* CUSTOMER: **Customer only have one or two devices**
		* ASK: "We cover not only computers but other devices, such as cell phones. Would you like to add a device to your subscription?"
			* CUSTOMER: **Yes**
				* ASK: "Would you like to speak to an agent to see if we can resolve your issues?"
					* CUSTOMER: **Yes**
						* 👩‍💻
					* CUSTOMER: **No**
						* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
									* CUSTOMER: **Yes**
										* 	💫
									* CUSTOMER: **No**
										* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **Customer have issues with the virtual assistant**
		* ASK: "Would you like to speak to an agent to see if we can resolve your issues?"
			* CUSTOMER: **Yes**
				* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **Customer just want to cancel**
		* ASK: "Did you know that Norton device security can help secure not only your desktop or laptop, but your mobile devices, too, all with one subscription? Would you like to stay subscribed?"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* ASK: "We're sorry to see you go. In order to cancel your subscription, please login to your Account and toggle your Auto-Renewal setting to OFF. Click below to begin, were you able to set it to OFF? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻


## 🗺 <a name="_REFUND_GS"> Mapping 'Refund' </a> 🗺 [⤴](#goal_maps)
_________________
* ASK: "To process your refund we require your Order ID and Registered Email on file. A refund case specialist will review the provided information and reach back to you within 48 hours with a resolution. Are you sure you would like to proceed?"
	* CUSTOMER: **Yes**
		* ASK: "What is your order id? Its a code that starts 'AP' and is then followed by 10 digits. It can be found on the 'Order History' page from my.norton.com"
			* CUSTOMER: **<confirmation number value>**
				* ASK: "What is your email address?"
					* CUSTOMER: **<email address>**
						* ASK: "In your own words, why you do want a refund?"
							* CUSTOMER: **<refund reason open>**
								* 	💫
								* TELL: "OK. Thank you for providing the requested information. A refund specialist will contact you within 48 hours regarding the status of your refund. "
	* CUSTOMER: **No**
		* 	💫


## 🗺 <a name="_TRANSFER_SUBSCRIPTION_GS"> Mapping 'Transfer subscription' </a> 🗺 [⤴](#goal_maps)
________________________________
* ASK: "To transfer your protection from an existing device to a new device, click below. After clicking, choose the device you want to transfer and select 'Manage Device'. Did this resolve your issue? {{ "Devices" | link_button_markup(url="https://my.norton.com/devices/home/list")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/v73856951_NortonM_Retail_1_en_us?client=norton&site=nrtn_en_US&x=0&y=0&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_PAYMENT_CHANGE_GS"> Mapping 'Payment change' </a> 🗺 [⤴](#goal_maps)
_________________________
* ASK: "Great. To update your payment details, please click on the below lin. Did this resolve your issue? {{ "Payment Details" | link_button_markup(url="https://my.norton.com/extspa/account/billinginfo")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/kb20090818150300EN_EndUserProfile_en_us?client=norton&site=nrtn_en_US&x=0&y=0&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_CHANGE_YOUR_PASSWORD_GS"> Mapping 'Change your password' </a> 🗺 [⤴](#goal_maps)
_______________________________
* ASK: "Please click here to reset your password. Did this resolve your issue? {{ "Change password" | link_button_markup(url="https://login.norton.com/sso/embedded/forgetPassword")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/v52531049_EndUserProfile_en_us&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_PHONE_NUMBER_CHANGE_GS"> Mapping 'Phone number change' </a> 🗺 [⤴](#goal_maps)
______________________________
* ASK: "Please sign in to your account to update your phone number. In the Personal Information page under Name, Address, and Mobile Phone click the edit icon next to your name. In the Edit Personal Information page, type in your preferred phone number. Did this resolve your issue? {{ "Account" | link_button_markup(url="https://my.norton.com/Account/personalinformation")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Please create a new account with your new phone number and transfer your old account information to your new account. Did this resolve your issue?"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_PHONE_NUMBER_INFO_GS"> Mapping 'Phone number info' </a> 🗺 [⤴](#goal_maps)
____________________________
* ASK: "Our Customer Service phone number is 1-855-815-2726. Did this resolve your issue?"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* 👩‍💻


## 🗺 <a name="_REMOVE_DEVICE_GS"> Mapping 'Remove device' </a> 🗺 [⤴](#goal_maps)
________________________
* ASK: "Great. I can help with that. You can remove a device from your account at any time by clicking below and selecting the device you want to delete. Did this resolve your issue? {{"Devices" | link_button_markup(url="https://my.norton.com/devices/home/")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https:support.norton.com/sp/en/us/home/current/solutions/v91550471_NortonM_Retail_1_en_us?client=norton&site=nrtn_en_US&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_ADD_DEVICE_GS"> Mapping 'Add device' </a> 🗺 [⤴](#goal_maps)
_____________________
* ASK: "To add a new device, click below.  You will have an option to install your product on the device you are currently connected with or send a download link to the device of your choice. Did this resolve your issue? {{ "Devices" | link_button_markup(url="https://my.norton.com/devices/home/list")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/v91550471_NortonM_Retail_1_en_us?client=norton&site=nrtn_en_US&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_ADDRESS_CHANGE_GS"> Mapping 'Address change' </a> 🗺 [⤴](#goal_maps)
_________________________
* ASK: "Please sign in to your account to update your address. In the Personal Information page under Name, Address, and Mobile Phone click the edit icon next to your name. In the Edit Personal Information page, type in your preferred physical address. Did this resolve your issue? {{ "Account" | link_button_markup(url="https://my.norton.com/Account/personalinformation")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/v52531049_EndUserProfile_en_us&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_UPDATE_EMAIL_GS"> Mapping 'Update email' </a> 🗺 [⤴](#goal_maps)
_______________________
* ASK: "Thanks. Please click the link below to sign into your account and change your email address on the Update Email page. Did this resolve your issue? {{ "Account" | link_button_markup(url="https://my.norton.com/Account/personalinformation")}}"
	* CUSTOMER: **Yes**
		* 	💫
	* CUSTOMER: **No**
		* ASK: "Here is a more detailed article with the step by step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/v52531049_EndUserProfile_en_us&inid=hho_supp_sp-interactions_chatbot")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_ESCALATE_GS"> Mapping 'Escalate' </a> 🗺 [⤴](#goal_maps)
___________________


## 🗺 <a name="_DOWNLOAD_GS"> Mapping 'Download' </a> 🗺 [⤴](#goal_maps)
___________________
* ASK: "Are you looking to install your product on the device you're chatting from?"
	* CUSTOMER: **Yes**
		* ASK: "Have you already attempted to follow download instructions?"
			* CUSTOMER: **Yes**
				* ASK: "Here is a more detailed link with step-by-step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/norton-download-install/current/solutions/kb20090708112600EN_EndUserProfile_en_us?inid=hho_supp_banner_install600")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "If you purchased your product on Norton.com, you will need to sign in to your Norton LifeLock Account and follow the on-screen instructions here. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://my.norton.com/onboard/home/setup")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "Here is a more detailed link with step-by-step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/norton-download-install/current/solutions/kb20090708112600EN_EndUserProfile_en_us?inid=hho_supp_banner_install600")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
	* CUSTOMER: **No**
		* ASK: "Have you already attempted to follow download instructions?"
			* CUSTOMER: **Yes**
				* ASK: "Please find more detailed steps to troubleshoot your problem here. Did this resolve your issue?{{ "Download Troubeshooting" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/kb20090505145926EN_EndUserProfile_en_us?client=norton&site=nrtn_en_US&x=0&y=0&inid=hho_supp_sp-interactions_chatbot")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "To install your subscription on a different device, we recommend clicking below and choosing “Install on Another Device” option to send yourself a download link to an email address you can access on the new device. On the device where you want to download your product, locate and open the email that you received from "The Norton Team". Click Install and follow on screen instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://my.norton.com/onboard/home/setup#/agreeanddownload")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
* ASK: "Have you already attempted to follow download instructions?"
	* CUSTOMER: **Yes**
		* ASK: "Are you looking to install your product on the device you're chatting from?"
			* CUSTOMER: **Yes**
				* ASK: "Here is a more detailed link with step-by-step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/norton-download-install/current/solutions/kb20090708112600EN_EndUserProfile_en_us?inid=hho_supp_banner_install600")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "Please find more detailed steps to troubleshoot your problem here. Did this resolve your issue?{{ "Download Troubeshooting" | link_button_markup(url="https://support.norton.com/sp/en/us/home/current/solutions/kb20090505145926EN_EndUserProfile_en_us?client=norton&site=nrtn_en_US&x=0&y=0&inid=hho_supp_sp-interactions_chatbot")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
	* CUSTOMER: **No**
		* ASK: "Are you looking to install your product on the device you're chatting from?"
			* CUSTOMER: **Yes**
				* ASK: "If you purchased your product on Norton.com, you will need to sign in to your Norton LifeLock Account and follow the on-screen instructions here. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://my.norton.com/onboard/home/setup")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "Here is a more detailed link with step-by-step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/norton-download-install/current/solutions/kb20090708112600EN_EndUserProfile_en_us?inid=hho_supp_banner_install600")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "To install your subscription on a different device, we recommend clicking below and choosing “Install on Another Device” option to send yourself a download link to an email address you can access on the new device. On the device where you want to download your product, locate and open the email that you received from "The Norton Team". Click Install and follow on screen instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://my.norton.com/onboard/home/setup#/agreeanddownload")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻


## 🗺 <a name="_INSTALL_GS"> Mapping 'Install' </a> 🗺 [⤴](#goal_maps)
__________________
* ASK: "Are you looking to reinstall a subscription you've previously installed?"
	* CUSTOMER: **Yes**
		* ASK: "If you need to re-install your subscription, you will need to redownload the software. Once the downloaded has started, there will be a blue arrow indicating where your download is located. Once you click on the download file, follow on-screen instructions which should successfully reinstall Norton. Begin by clicking below. Did this resolve your issue? {{ "Re-Install" | link_button_markup(url="https://my.norton.com/onboard/home/setup#/setupselection")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻
	* CUSTOMER: **No**
		* ASK: "Are you looking to install your product on the device you're chatting from?"
			* CUSTOMER: **Yes**
				* ASK: "If you purchased your product on Norton.com, you will need to sign in to your Norton LifeLock Account and follow the on-screen instructions here. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://my.norton.com/onboard/home/setup")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* ASK: "Here is a more detailed link with step-by-step instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/norton-download-install/current/solutions/kb20090708112600EN_EndUserProfile_en_us?inid=hho_supp_banner_install600")}}"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "To install your subscription on a different device, we recommend clicking below and choosing “Install on Another Device” option to send yourself a download link to an email address you can access on the new device. On the device where you want to download your product, locate and open the email that you received from "The Norton Team". Click Install and follow on screen instructions. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://my.norton.com/onboard/home/setup#/agreeanddownload")}}"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻


## 🗺 <a name="_PRODUCT_KEY_GS"> Mapping 'Product key' </a> 🗺 [⤴](#goal_maps)
______________________
* ASK: "Shall I walk you through it?"
	* CUSTOMER: **Yes**
		* ASK: "Can you log in to your account using this link? {{ "Login" | link_button_markup(url="https://my.norton.com/Account/subscriptions")}}"
			* CUSTOMER: **Yes**
				* ASK: "Did you find the product key?"
					* CUSTOMER: **Yes**
						* 	💫
					* CUSTOMER: **No**
						* 👩‍💻
			* CUSTOMER: **No**
				* ASK: "Can you open the application?"
					* CUSTOMER: **Yes**
						* ASK: "At the top of your Norton product window, click Help and then select My Norton. Were you able to log in?"
							* CUSTOMER: **Yes**
								* ASK: "Did you find the product key?"
									* CUSTOMER: **Yes**
										* 	💫
									* CUSTOMER: **No**
										* 👩‍💻
							* CUSTOMER: **No**
								* 👩‍💻
					* CUSTOMER: **No**
						* ASK: "Where did you purchase your product from?"
							* CUSTOMER: **It was preinstalled**
								* ASK: "Did you find the product key?"
									* CUSTOMER: **Yes**
										* 	💫
									* CUSTOMER: **No**
										* 👩‍💻
							* CUSTOMER: **From a retail store**
								* ASK: "Did you find the product key?"
									* CUSTOMER: **Yes**
										* 	💫
									* CUSTOMER: **No**
										* 👩‍💻
							* CUSTOMER: **From our website**
								* ASK: "Did you receive the confirmation email?"
									* CUSTOMER: **Yes**
										* ASK: "Did you find the product key?"
											* CUSTOMER: **Yes**
												* 	💫
											* CUSTOMER: **No**
												* 👩‍💻
									* CUSTOMER: **No**
										* ASK: "Try searching your inbox and spam for 'Norton', do you see it?"
											* CUSTOMER: **Yes**
												* ASK: "Did you find the product key?"
													* CUSTOMER: **Yes**
														* 	💫
													* CUSTOMER: **No**
														* 👩‍💻
											* CUSTOMER: **No**
												* 👩‍💻
							* CUSTOMER: **From a third party online**
								* ASK: "Did you receive the confirmation email?"
									* CUSTOMER: **Yes**
										* ASK: "Did you find the product key?"
											* CUSTOMER: **Yes**
												* 	💫
											* CUSTOMER: **No**
												* 👩‍💻
									* CUSTOMER: **No**
										* ASK: "Try searching your inbox and spam for 'Norton', do you see it?"
											* CUSTOMER: **Yes**
												* ASK: "Did you find the product key?"
													* CUSTOMER: **Yes**
														* 	💫
													* CUSTOMER: **No**
														* 👩‍💻
											* CUSTOMER: **No**
												* 👩‍💻
			* CUSTOMER: **No account**
				* ASK: "Where did you purchase your product from?"
					* CUSTOMER: **It was preinstalled**
						* ASK: "Did you find the product key?"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
					* CUSTOMER: **From a retail store**
						* ASK: "Did you find the product key?"
							* CUSTOMER: **Yes**
								* 	💫
							* CUSTOMER: **No**
								* 👩‍💻
					* CUSTOMER: **From our website**
						* ASK: "Did you receive the confirmation email?"
							* CUSTOMER: **Yes**
								* ASK: "Did you find the product key?"
									* CUSTOMER: **Yes**
										* 	💫
									* CUSTOMER: **No**
										* 👩‍💻
							* CUSTOMER: **No**
								* ASK: "Try searching your inbox and spam for 'Norton', do you see it?"
									* CUSTOMER: **Yes**
										* ASK: "Did you find the product key?"
											* CUSTOMER: **Yes**
												* 	💫
											* CUSTOMER: **No**
												* 👩‍💻
									* CUSTOMER: **No**
										* 👩‍💻
					* CUSTOMER: **From a third party online**
						* ASK: "Did you receive the confirmation email?"
							* CUSTOMER: **Yes**
								* ASK: "Did you find the product key?"
									* CUSTOMER: **Yes**
										* 	💫
									* CUSTOMER: **No**
										* 👩‍💻
							* CUSTOMER: **No**
								* ASK: "Try searching your inbox and spam for 'Norton', do you see it?"
									* CUSTOMER: **Yes**
										* ASK: "Did you find the product key?"
											* CUSTOMER: **Yes**
												* 	💫
											* CUSTOMER: **No**
												* 👩‍💻
									* CUSTOMER: **No**
										* 👩‍💻
	* CUSTOMER: **No**
		* ASK: "There are a number of ways to find your product key depending on your situation. The best way is to get it from your account. Please click below for detailed instructions on how to find your product key. Did this resolve your issue? {{ "Instructions" | link_button_markup(url="https://support.norton.com/sp/en/us/norton-renewal-purchase/current/solutions/v54413149_EndUserProfile_en_us?client=norton&inid=hho_supp_htm_download-install-cur-retail-topfaq-01-kb20090505145926EN&site=nrtn_en_US")}}"
			* CUSTOMER: **Yes**
				* 	💫
			* CUSTOMER: **No**
				* 👩‍💻


## 🗺 <a name="_CX_SURVEY_GS"> Mapping 'Cx survey' </a> 🗺 [⤴](#goal_maps)
____________________
* ASK: "How was your experience chatting with me today? CHOICE=GREAT-or-AVERAGE-or-BAD"
	* CUSTOMER: **Bad**
		* 	💫
	* CUSTOMER: **Average**
		* 	💫
	* CUSTOMER: **Great**
		* 	💫

