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How can I prepare for my first Unity Live Help session?

Get ready for your first Live Help session

Familiarize yourself with everything you need so you are prepared to host your first Unity Live Help session.

  • Make sure your space is quiet

Your workspace should be quiet to ensure a high quality session for your customer and to to prevent any issues around communication. Try to host all sessions in a quiet location, and minimize any background noise.

  • Check your equipment and internet connection are working correctly.

Before hosting any sessions on Unity Live Help, ensure your equipment is ready to go. Test your webcam and microphone to ensure your audio and video are working correctly. Ensure your internet is stable and able to support a standard video call.  

  • Evaluate your customer’s problem

The 5-minute grace period at the beginning of every session is your opportunity to evaluate a customer’s problem effectively. Read through their ticket thoroughly to understand their problem. During your session, ask follow-up questions to understand exactly what issue your customer is dealing with. After the grace period, only continue to a paid session if you are confident you can help a customer solve their problem.

  • Provide a recap

At the end of every session, provide a quick verbal recap of everything you’ve discussed and the proposed solution or recommendation you’ve provided. Cover what you’ve discussed, and recommend any external resources if needed (e.g. documentation, Assets, etc.).

  • Remember the following tips

Do:

  • Make sure your equipment is working correctly and your internet is stable before starting a session.
  • Maintain a calm demeanour and be patient and understanding of your customer’s needs.
  • Ask follow up questions if you do not understand the customer’s problems.
  • Ask for attachments, screenshots, or code snippets as needed to help clarify the problem.

Don’t:

  • Do not miss scheduled sessions.
  • Do not ask customers to pay you through a third-party vendor outside of the platform. This will put you at risk of being banned.
  • Do not host your session on a mobile device. Use a laptop or desktop computer.


That’s it! Questions? Send an email to livehelpexperts@unity3d.com and we’ll get back you.

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