Session Support is an on-demand assistance model designed to give you access to technical help only when you need it. Moderators manage all session preparation and flow, while support agents are available to step in if any technical issues arise.
Moderator Responsibilities
With Session Support, moderators are responsible for setting up and running the entire session. This includes:
Ensure all respondents join the meeting room on time
- Admitting respondents from the waiting room
Confirm respondents can hear and see clearly
Invite observers into the room and ensure they can see and hear clearly
Turn recording ON
Close the live meeting room for everyone at the end of the session
Respondents will complete the Readiness Guide before the session and go through all required steps so they are prepared once they enter the waiting room.
Respondent Readiness Flow
The Respondent Readiness Guide walks the respondent through a quick check of your camera, microphone, speakers, and internet before you enter a Meeting Room on the Discuss platform, ensuring they'll be seen and heard clearly.
This article shows the detailed experience: Respondent Readiness Guide (Coming Soon)
Using the Help button and support availability
If any technical issues occur at any point, before or after the recording starts, the moderator can click the in-room Help button. This will alert the Support Agent, who will join the session to assist with troubleshooting. Support agents coordinate with moderators and observers through a private chat to resolve issues quickly and keep the discussion on track.
For more information about in-room tools and navigation, visit Researcher Meeting Room Functions
Recording Responsibility
In Session Support, the moderator is responsible for starting the recording of the session. This must be done manually once the meeting is ready to begin.
How to Request Session Support
Session Support is included with the following subscriptions:
Premium
Premium+
Consumer Reach & Consumer Reach
If you are on a Pro subscription, you can request support through the quote form, or through the request services button on your project's overview page
There is no need to schedule Session Support in advance, it is always available on demand. The Help button will remain active throughout the session, giving you access to assistance whenever you need it.