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Participant Support

AI-Generated Content

This documentation page was initially generated by AI to bootstrap the documentation structure. Content may be incomplete or contain inaccuracies. We welcome contributions to improve it.

This guide covers how to provide excellent support to conference participants.

Inquiry Management​

Inquiry Queue​

The inquiry queue shows:

  • Open - Awaiting response
  • Pending - Waiting on participant
  • Resolved - Successfully closed

Responding to Inquiries​

  1. Click on an inquiry to open it
  2. Review the participant's message
  3. Check their application status
  4. Craft a helpful response
  5. Take any needed actions

Response Best Practices​

Communication Tips
  • Be friendly and professional
  • Address their specific question
  • Provide clear next steps
  • Include relevant links or instructions
  • Follow up if needed

Common Request Types​

Registration Help​

  • Can't create account → Check email, resend verification
  • Can't find delegation → Verify code, check spelling
  • Form issues → Guide through the process

Document Issues​

  • Upload failures → Check file format/size
  • Document rejected → Explain requirements clearly
  • Lost documents → Allow re-upload

Payment Questions​

  • Payment methods → List accepted options
  • Payment problems → Coordinate with finance
  • Refund requests → Follow refund policy

Status Updates​

  • When will I hear back? → Provide timeline
  • Why am I waitlisted? → Explain waitlist process
  • Assignment questions → Share what you can

Special Accommodations​

Handling Requests​

When participants request accommodations:

  1. Acknowledge the request professionally
  2. Gather necessary information
  3. Coordinate with relevant teams
  4. Confirm what can be provided
  5. Document the arrangement

Common Accommodations​

  • Dietary restrictions
  • Accessibility needs
  • Rooming preferences
  • Medical considerations

Difficult Situations​

Unhappy Participants​

If a participant is upset:

  1. Listen to their concern
  2. Acknowledge their feelings
  3. Explain the situation clearly
  4. Offer solutions where possible
  5. Escalate if needed

Policy Exceptions​

When asked for exceptions:

  1. Check if precedent exists
  2. Consider fairness to others
  3. Consult with leadership if needed
  4. Communicate decision clearly

Technical Issues​

For technical problems:

  1. Gather details about the issue
  2. Try basic troubleshooting
  3. Document the problem
  4. Escalate to technical team

Record Keeping​

Documentation​

For each interaction:

  • Log the inquiry type
  • Note actions taken
  • Record any promises made
  • Mark follow-up needed

Patterns​

Track recurring issues:

  • Common questions → Update FAQ
  • Frequent problems → Suggest fixes
  • Process gaps → Recommend improvements

Tools and Resources​

Frequently needed resources:

  • FAQ page
  • Conference schedule
  • Policy documents
  • Contact information

Templates​

Use templates for common responses:

  1. Access template library
  2. Select appropriate template
  3. Personalize for the participant
  4. Send response