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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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Use this flowchart to find out what to do next. See details 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

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Slack message template (copy & paste)

Hi @ClientSucessManagerName@here,

We’re having this issue:

Affected page/session URL:

Affected users' emails:

Screenshot of the issue (if possible):

Expand
titleHow to post and reply in Slack

To send a message:

  1. Copy the template above and paste it into your team’s Slack channel.

  2. Fill out the template with information about the issue.

  3. Click Send to post the message.

A Slack message with information filled out and ready to send. The Send button is circled.

To reply:

  1. Hover over any message in the channel and click the Reply in thread icon.

  2. Type your reply and click Send.

To open an existing message thread, hover over the message and click View thread.

An open Slack message thread. The steps to reply in a thread are highlighted. First, the Reply in Thread icon, then the empty reply message box.

Most common issues that we see during an event

Content issues

  • Pre-record video is not playing

  • Need to change session start/end times

  • Need to add/remove a speaker to a session

  • Need to send out notifications

Technical issues

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Speaker is unable to access the platform

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Speaker camera Issues

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Speaker audio Issues

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