Help desk
The helpdesk function is a place for users to ask an event manager a question via live chat for a quick answer. To enable this function, tick the 'Is this user a chat help desk?' option when creating or editing a manager.
Help desk in the virtual platform
To make the event experience as smooth as possible, we have added a 'HELP' button in the virtual environment lobby as well as on the pre-event page. Add Managers to the help desk in the virtual environment. It is advised to have some managers on stand-by during the event to help out users who require support.
Users can click on 'HELP' in the top-right corner of the lobby.
A screen will pop up where users can either read the FAQs or write the question in a text field which will open a chat with the help desk manager.
Note: Users assigned to the helpdesk will receive a browser notification pop-up when receiving new questions (if permission is given).
Help desk in the app
The help desk function can also be used in the app. To set it up, make sure at least one manager is set to be a help desk agent, as described above. You can then add the navigation item to your app navigation menu by adding the 'Contact' under 'Extra content':
The attendees will then be able to ask questions in the app during your event:
Monitor all help desk chats
In the admin panel, you can monitor all help desk chats by navigating to 'Communications' -> 'Help desk'. Here, you can see all the conversions between the users and the help desk. Furthermore, you can reassign conversations to other help desk agents. This can be useful when certain questions are more suitable for a specific help desk agent.
You can also send text messages to users through this menu, so you can reach out to users before they contacted the help desk:
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