Familiarize yourself with the quickest ways to be notified when attendees submit a support request within your event platform.
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Hugh M
Last updated Feb 6, 2022 |
Note: Event admins who are using a professional service version of the platform can opt in to have our global Canapii support team receive and respond to both FAQ and session support requests without you team needing to lift a finger! Contact us at info@canapii.com to find out how Canapii can help you manage attendee support for your event.
Where can attendees submit support requests?
Attendees can submit support requests in two places on the platform:
The FAQ page
At the bottom of the FAQ page there is a text box where attendees can enter specific questions. Once they submit their question a notification will appear instructing them to look in their personal event chat for a response.
The help tab of the interactive bar from within a session
Attendees can submit help requests from the interactive tab of a session. Session admins can then reply directly to the attendee from within the sessions interactive tab.
Note: attendees won't be able to see other attendees' support requests, to avoid cluttering up the feed. Only session admins can see and respond to all of the support requests.
How can event admins respond to and manage support requests.
Event admins using our free platform model will need to decide who will receive requests by listing their emails in one of two places:
FAQ support submissions
Event admins that you want to receive and respond to FAQ support submissions will need to be listed under FAQ admins. Navigate to the FAQ tab under step 2 of your event Console side bar. Then select the FAQ admins button. Select attendees registered to your event who will be your FAQ admins.
Whenever someone submits a support request via the FAQ page, the FAQ admins will receive an email that contains the following information:
Event: Name of event
Question: User submitted question
Date Created: Date and time submitted
Created by: User who submitted question
Link: A URL link for the admin to join a 1:1 chat with the attendee to provide support.
Note: If no FAQ admins are assigned, these support requests will be sent via email with all event admins copied into the email chain.
Session support submissions via the interactive bar
Event admins that you want to receive and respond to in-session support submissions will need to be listed under session admins. Navigate to the sessions tab under step 2 of your event Console side bar. Then select the settings button then the session admins tab. Enter one email per line.
Whenever someone submits a support request via the interactive bar from within a session, the session admins will receive an email that contains the following information:
Event: Name of event
Question: User submitted question
Date Created: Date and time submitted
Created by: User who submitted question
Link: A URL link for the admin to join the session and access the support request from the attendee under the help tab
Note: If no session admins are assigned, these support requests will be sent via email with all event admins copied into the email chain.
Reminder: Event admins who are using a professional service version of the platform can opt in to have our global Canapii support team receive and respond to both FAQ and session support requests without you team needing to lift a finger! Contact us at info@canapii.com to find out how Canapii can help you manage attendee support for your event.