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
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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 See our Help Chat agent training guide for detailed instructions. | Type in the text field to chat. |
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To open an existing message thread, hover over the message and click View thread.  |
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