Support Team
Agent Handbook Login
Client Lookup & Brief
Client Name
client@email.com
Greeting & Introducing Yourself
Standard Inbound Greeting
Always answer the phone warmly and establish your role immediately.
How to Explain Your Role
If they ask what you do, or how Isbah works, use this script:
Core Scripts & Disclaimers
MANDATORY LEGAL DISCLAIMER
You MUST say this to every client before answering specific questions about their case:
ABOUT USCIS TIMELINES
When quoting timelines to customers, ALWAYS include this disclaimer:
How to explain "The Isbah Advantage"
The 4-Step Process (Tell the Customer)
The client pays the flat prep fee online (they can use Klarna to split payments). This unlocks their Secure Client Vault.
They snap photos of their Passports, Marriage Certs, W-2s, etc., and upload them to the portal. No typing required.
Our human experts extract the data, map it to the complex USCIS forms, and verify it for accuracy within 48 hours.
The client reviews the draft. Once approved, we deliver it via Email (Free), Online Filing ($10), or physical Mail to Door/USCIS ($50).
Full Concierge Bundles
Marriage Green Card Bundle
"This bundle handles everything needed for your spouse to get their Green Card while inside the US. For $400, we prepare the family petition, the adjustment of status, and the financial sponsorship forms. If you want to add a Work Permit (I-765) or Travel Document (I-131), they are $150 each."
- Petitioner's Proof of Citizenship/LPR & Tax Returns
- Beneficiary's Passport & Birth Certificate
- Marriage Certificate & Proof of Bona-fide marriage (leases, photos)
Parent / Relative Petition
"This bundle handles the complete process to bring your parent, child, or sibling to the U.S. We structure the petition to prove your familial relationship and handle the financial sponsorship contracts. The process takes about 1-2 weeks on our end, and then you'll wait for USCIS to issue the receipt notice."
- Petitioner's Proof of Citizenship/LPR & Tax Returns
- Beneficiary's Passport
- Birth Certificates proving the family relationship
Fiancé(e) Visa (K-1)
"This package allows you to bring your fiancé(e) to the US to marry. We prepare the I-129F and structure your evidence of intent to marry. Once USCIS approves it, the case moves to the NVC and local Embassy."
- Petitioner's Proof of U.S. citizenship
- Evidence of meeting in person within the last 2 years
- Letters of intent to marry
- Passport-style photos of both individuals
U.S. Citizenship
"This package handles your application for Naturalization. We prepare the N-400 and perform a detailed audit of your 5-year international travel history to ensure you meet physical presence requirements."
- Copy of Green Card (Front & Back)
- Detailed 5-Year Travel History
- Tax Transcripts for last 5 years
Individual Forms Quick Reference
If they only need a single form, quote these flat fees.
Alien Relative $400
"This form establishes your relationship to your relative. Please note, it does not grant a green card on its own."
Proof of Citizenship/LPR, Marriage/Birth Certificates proving relationship.
Adjustment of Status $400
"This is the actual Green Card application for people already inside the US. It requires a medical exam and proof of lawful entry."
Government-issued Photo ID, Form I-693 (Medical Exam), Proof of lawful entry (Visa, I-94).
Renew Green Card $150
"This form is used to replace a lost, stolen, or expired 10-year Green Card."
Copy of current/expired Green Card, Government-issued ID.
Work Permit (EAD) $150
"This applies for your Employment Authorization Document so you can legally work."
Copy of Government ID/Passport, Proof of eligibility category (e.g., pending I-485 receipt).
Advance Parole $150
"This allows you to travel internationally while your Green Card application is pending without abandoning your case."
Copy of official photo ID, Copy of current immigration status proof.
U.S. Citizenship $300
"This applies for your naturalization to become a U.S. citizen."
Copy of Green Card, 5-year travel and address history, Tax transcripts.
Fiancé Petition $300
"This petition brings your foreign fiancé(e) to the U.S. to marry."
Proof of U.S. citizenship, Evidence you met in person, Letters of intent to marry.
Remove Conditions $350
"This petition removes the conditions on a 2-year marriage-based Green Card."
Copy of 2-year Green Card, Extensive joint financial evidence.
DACA Renewal $150
"This renews your Deferred Action for Childhood Arrivals."
Copy of current EAD, Previous DACA approval notices.
Embassy Visa $200
"This is the Immigrant Visa Application filed with the NVC for relatives abroad."
NVC Welcome Letter, Beneficiary Passport.
Cert. of Citizenship $250
"This claims citizenship if born outside the U.S. to a U.S. citizen parent."
Applicant's birth certificate, Parent's proof of U.S. citizenship.
Extend/Change Status $150
"This extends or changes your nonimmigrant status."
Copy of current I-94, Copy of valid passport and visa.
Support & Troubleshooting
Objection Handling
Red Flag Escalation Matrix
If a client mentions ANY of the following, we CANNOT assist them. You must pause the sale.
- Prior criminal arrests or convictions (even if expunged)
- Previous deportations or removal proceedings
- Entering the US illegally (unless they are applying for DACA or have Parole in Place)
- Lying to a border agent or committing fraud
Basic Tech Support
Fix: Confirm they entered a valid 10-digit US mobile number. VoIP numbers (like Google Voice) or international numbers will not work with our system.
Fix: Direct them to the Login page and tell them to click 'Forgot Password'. They can securely reset it themselves.
Fix: Tell them: "Log into your portal on your smartphone. Click the 'Secure Vault' section. You can select the document type and use your phone's camera to snap a photo directly into the system."
Billing & Refunds
Clients do not have to pay everything today. When they click 'Checkout' in their portal, our Stripe integration allows them to select Klarna to split the cost over several months.
Remind clients that Isbah does NOT collect the government filing fee. The fee they pay today is only for our Concierge Preparation. They will pay the government separately when they actually mail/submit the final packet.
- Full Refund: If they request a refund before our team has started generating their drafts.
- No Refund: Once our team has completed the data extraction and delivered the PDF drafts to their portal, the service is considered rendered, and no refunds can be issued.