We don’t expect you to know the answer to every single question, so don’t worry if you get stuck! As long as you are positive and proactive, you can provide help and support to a prospective student.
If you are unsure of the answer, you have a couple of options:
Research on the web, and be sure share a link to the page with the prospect, so they can see the source of your answer. Remember that you can log time you spent researching as Research Time in your timesheet.
Transfer the chat to a University Admin, Staff member, or another Student Ambassador who could help. See more on how to do this here.
Contact your University Admin for advice - its also good practice to keep your Admin updated if you are running into questions that you can't answer. This ensures that they can cover additional topics during ongoing training, and get a sense of the kinds of questions that prospects are asking.