| S.No | Concern on which call be made to SMA by chat advisors |
| 1 | when SMA asking for callback, |
| 2 | where concern is pending from long time (out of TAT 3 days pending) |
| 3 | where SMA stretching the chat irrelevantly/ Long chats |
| 4 | on sudden floor updates |
| 5 | bank downs |
| 6 | Pending transaction scenario |
| 7 | on 2FA scenario |
| 8 | Login scenario |
9. When SMA not respond on chat
| Information about NSDL Casa Service Busy Tone |
| Guide to raise complaint on self care-AEPS |
| STC Transaction pending |
| E-KYC information |
| Credential Change info given |
| Escalated cases |
