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What is Pubble and what does it do?

Pubble is mainly a chatbot provider, for customer services. But it also has a good 'Live QA' function that we can use for live chats.

It's not free, but it's pretty cheap. For €50 (about £44 at the time of writing) you can run an event which is capped at 100 visitors. That's plenty for our needs.

Payment

You'll need to pay for the chat in advance using the School's credit card.

Booking the event and paying works like this:

  1. Tell Pubble as far in advance as you can that you're running a chat, and when. Either use the chat function on their site, or email john@pubble.co. You'll need to reference our account (bathsofm)
  2. Fill out a payment voucher for a credit card purchase (can get from Finance Office) and get it signed by the budget holder (normally Kate Stringer/Angela Webley)
  3. Pubble will send you an electronic invoice (PDF) and an email with a link to the payment system
  4. Forward it all to the Finance Office with your completed payment voucher and they will do the rest

Roles 

Member - is a standard member of your team (i.e. is listed in the Members section). Being a member means that they could be assigned a question / added to a group. 
Moderator - is a team member who has additional permissions for an app or apps. Being an app moderator means that they automatically receive questions from the app and can manage those questions (answer, assign, delete, etc.). 
IMP NOTE: School of Management must be added as a moderator for EACH event for the operator of the account to see and moderate everything.
Admin - is the top level role type on Pubble. They can manage the entire team (add / remove members, define moderators, create apps, etc.

In terms of setup, there’s two ways that we typically see: 

1. All Members joining an event are added as Moderators - This means everyone sees all questions. This is the most common approach. The downside is that you will see a lot of notifications for busy events. 
2. Defined Moderators - whose role is assign questions / manage the event. This would be common in very large events. So you have 1-2 moderators and everyone else is a regular team member.

Our 'channel' on pubble is here:

https://bathsofm.pubble.io/

If you need the School's admin login details, ask a member of the marketing team.

Step-by-step guide to operating Pubble

1) Log in and the window below would be the home page you find

  • My Inbox tab is used to deal with incoming questions from users 
  • Team Inbox and Knowledge tabs are additional features not to be concerned for the task at hand i.e Live Q&A
  • Team Chats are basically group chats with all members present on the app - often useful when members are remotely located. 
  • Help tab provides the basic FAQ's  and other features available on pubble (not very helpful)

2) Click the Admin tab at the bottom left of the Home screen

  • The Admin tab takes the user to the Admin centre which is basically a control centre for moderators and admins (people who set up and run the event).
  • Log in with bath account to become the ADMIN

  • Use Community → Settings: edit basic details of the event (Other tabs of community not much useful)
  • Use Members → Team: to add or remove members from the team
  • Use Apps → Live QA: to set up live chats for events such as MBA Live Chat 
  • Use Analytics → Stats: for data on past events such as questions asked/resolved and more
  • Use Import/Export → to export data such as questions, FAQs, members and contacts from previous events

3) Select the LIVE QA function tab to set up a live chat event or edit previous events

  • Use the CLONE feature to copy previous or similar events and then edit details accordingly
  • Use settings for:
    • App name 
    • Display name 
    • Moderation control - means the moderator will control and approve each and every question for it to be visible on the main page and subsequently answered (better left un-ticked)
    • Privacy control - get all questions either publicly or privately. Privately asked questions can then be made public by moderator 
  • Use Moderators to:
    • Control and assign responsibilities to the team members
    • The VIP feature has to be clicked for all those managing the event and not just answering questions.
  • Add/remove subscribers - members who are specifically involved with the event notified of activities happening on the dashboard
  • Use schedule to::
    • Allow questions to be submitted to the app before or after the scheduled time
    • Allow replies to questions and updates to be submitted before or after the scheduled time
    • Define the start and end time for the event
    • Write some pre/during/post event blurbs - short messages published on the platform at different times

4) It is advisable to then use the 'preview' feature and see how the page would look to participants. Once happy with the preview and all settings in place, save the functions and the event should be successfully set up for use.

The event should now be live!






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