Backstage is a private help desk for your event. Interpreters and listeners ask you for help by name, and you answer from one place, even mid-session.
Who can ask
- Interpreters: privately, signed in and by name, from the support bubble in the Booth.
- Your team.
- Listeners, if you choose.
People only see their own requests. Audience chat is separate, and Backstage works even when audience chat is turned off.
What someone asking sees
They pick what they need help with, for example I can’t find my session, My language isn’t on the list, I have an audio problem or I need a break or a relief, or they start a conversation. Once you have their request, they see who has it and can keep working: a bubble tells them the moment there is a reply.
Answer a request
- STEP 1Open BackstageSelect Backstage in the Portal's menu, or Open Backstage on the support bubble.
- STEP 2Claim itChoose the request and select I’ll handle this. Opening a request does not claim or resolve it.
- STEP 3ReplyWrite your reply and select Send reply. Every request shows who is asking, the session and the language.
- STEP 4Resolve itSelect Resolve when it is done. Resolved requests stay as a record, and you can Reopen request if more help is needed.
One-tap fixes
Some requests come with a fix. When a listener asks for a language whose voice is not set up for the session, Backstage can offer to turn that voice on and tell the listener for you. It shows the price per hour of speaking and the voice hours left on your account first. If others asked for the same thing, you can tell them too.
Set up who answers
In Backstage settings:
- Under Who can respond, choose your responders. Primary responders get new alerts. A backup takes urgent escalations and covers an empty roster. A member appears here once they have the Backstage permission in member settings.
- Let your event people send requests turns requests on for interpreters.
- Email responders about new requests sends one email for each request to verified, opted-in responders. Follow-ups are grouped.
During interpretation, interpreters see a badge only. No sound is ever played into an interpreter's audio.