After weeks of preparation, training, and support, we know that there will be unforeseen issues that are outside of anyone’s control. No matter how much we train and prepare, we must plan for the unexpected.
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Learn more about the communication tools below.
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Gameday escalation process (click to enlarge)
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Communicate with users on the site
The Client team uses these tools to hear and respond to questions from users during the event.
Help chat | Mod chat | |
What it is | A chatbot that floats in the corner of your site. It includes automated responses and live support. JUNO uses a chat software called Smartloop. | A private tab in the session chat window. Only speakers, moderators, and admins can see it. |
Who asks questions | Any user, such as attendees, exhibitors, and speakers. | Speakers or moderators, during a session. With direction from the Client team, JUNO can give other users access to the Mod chat if needed. |
Who responds | The Client team | The Client team |
How to respond | The appropriate members of the Client team receive email invites to moderate the chatbot. Type in the text field to chat with users who requested to speak to a live agent. | Type in the text field to chat. |
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Communicate with the JUNO team on Slack
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We ask that you be as specific as possible by using this template to submit questions to the JUNO response team. Using the tag @here sends a notification to the team. We also encourage everyone to use the Reply in Thread function to keep conversations organized.
Slack message template (copy & paste) |
Hi @here, |
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