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Overview

As you know, our typical PhotoStudy session begins when a student snaps a pic of their homework problem. They are then connected with an expert who provides a quick 4-step session – you deliver the Concept, a Step-by-Step explanation, a final solution, then follow-up discussion.

We have partnered with a very popular app called Photomath to provide similar, yet different support to their students. In this new Tutor Chat session, students receive a Photomath ‘solution card’ that gives them detailed steps and solution to their problem. Many of these students still have questions and want to chat with a live Expert – that’s where we come in.

These Tutor Chat by Photomath sessions are slightly different since students already have the solution! Students may want to focus on a specific step in the solution or learn more about the concept itself.


This additional session type has been designed to allow you to quickly understand the student’s need and then quickly provide exactly what they are looking for!

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Structure and Best Practices

Here is how this new session structure works.

Instead of the 4-phases that you’ll continue to use for PhotoStudy sessions, these Tutor Chat by Photomath sessions have a streamlined, 3-phase structure.

The new first phase is called the Diagnosis phase. The goal of this phase is to greet the student and quickly confirm what type of help they are looking for. 

Required Messages to Use:

Greeting

→ Welcome to Tutor Chat! I’m your Photomath tutor and I’m ready to help!

Session focus ask

→ I see that you have the solution card to your problem. Can I answer some questions about the solution steps or the general concept? Or would you like both?

Confirmation

→ That’s perfect! I’m here to help. Please feel free to ask me extra questions along the way!

You’ll then proceed to the Explanation phase. This second phase is where the majority of the session will take place. In this phase, you’ll simply provide the student with exactly what they came for – and do so in an interactive, conversational manner.

If the student requests a specific focus on the solution or a specific solution step…

Provide them with the solution step(s), then share an explanation of why that is the correct step.

Students will ask additional questions, please answer them in this phase.

If the student requests a specific focus on the general concept…

Provide them with the reusable content, concept description.

Explain the concept in greater detail, answering their questions along the way.

If the student requests a specific focus on BOTH (concept and solution)…

Simply deliver the reusable content, then proceed to the step-by-step explanation as you would normally in a PhotoStudy Homework help session.

Once you have provided your explanation and the student is satisfied, you’ll then proceed to the final phase – Discussion. 

In this final phase you’ll simply ask the student if they have any additional questions about this problem. If they do, go ahead and answer them. You’ll then wrap up the session by providing a polite closing statement.

Sample messages

→ Do you have any additional questions about this problem that I can answer for you?

Thanks for visiting Tutor Chat by Photomath – have a great day!

Remember, this new 3-phase structure for Tutor Chat by Photomath sessions is optimized to allow you to quickly meet the student’s needs.

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Product Changes

In order to further support you in providing great sessions, we’ve updated the Expert Portal and Workspace to align with this new 3-phase session structure.

The BIDDING SCREEN

Here you’ll be able to recognize Tutor Chat sessions in two ways. 

First, you’ll notice a teal banner on the left-hand side that indicates this as a ‘Tutor Chat’ session. Second, instead of seeing the student’s problem image, you’ll see the solution card in the center of your screen.

EXPERT WORKSPACE

Once connected with the student, you’ll also notice we’ve updated the session phases across the top of the workspace to reflect this new 3-phase structure. 

The solution card is also available for you to reference throughout the session – simply click near the top of the chat portion of the workspace to view the card. 

Additionally, you’ll transition through each phase of the session by clicking the session phase in the chat window.

A few other product changes to note… 

  • These sessions do not have a ‘chat extension’ option for students. The sessions are limited to a maximum of 20 minutes – but most sessions last around 10 minutes.
  • It’s important to click to the discussion phase at the conclusion of your explanation. This is how the system marks the session as ‘answered’ – remember, you’re only paid for sessions that are marked as answered. Once in the discussion phase, the session will end after a brief period of inactivity by the student.

The rest of the Expert workspace – including the tools, the reusable content, and the explanation summary remains the same.

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Auditing

These sessions will be audited as normal – just like your PhotoStudy homework help sessions. You’ll receive feedback through your performance page in the expert portal.

The audit results will be included as a factor of your Expert Rank – so be sure to follow the 5 quality dimensions to keep your rank high!

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Bidding, Skipping, and Flagging

As an independent Expert, you get to follow your own bidding strategy. These sessions will run approximately the same length of time as PhotoStudy homework help sessions – based on your Expert rank, you can bid between 0 and 8 credits. For Calculus sessions, the maximum bid amount is 12 credits.


The same Skipping and Flagging rules apply – Skip questions that you are not comfortable with, Flag questions that are out of the scope of the service.

FAQ

Frequently Asked Questions

Q: Why is my “Start working” button not enabled?

A: Our platform is not optimized for mobile devices due to the many tools built into the expert workspace. Please use a desktop with an above 1000px screen and the “Start working” button will be enabled normally.

Q: Why am I not routed any questions?

A: It may take some time for a question to be routed, and the question flow can fluctuate between low and peak times. These are a few tips for you to optimize your chance of being routed a question:

  1. Please make sure that the duration between each time you log in and out is more than 30 minutes. If you are a new expert, it requires more patience than old experts.
  2. Being online during peak hours will give you more chances to get questions. For more information, please refer to our training materials here.
  3. Reducing the auto-skip rate will also boost your chance of receiving a question. Review training on auto-skip here.

Q: Wiris tool is not working, what should I do?

A: Wiris can be impacted by other add-ons on your web browser.  By turning off all browser add-ons or trying a different browser, almost all of our experts have this problem resolved. You may want to change your network provider to see if the issue still persists.

Meanwhile, to minimize the impact of this incident on your work, we would like to suggest the following actions:

1. Finding a temporary replacement tool you are familiar with to deliver the solution.

(Just for your information, for simple formulas, Microsoft Word also offers an equation editor which is quite easy to use. Or for online sources, you might want to look at this tool: http://www.imatheq.com/imatheq/com/imatheq/math-equation-editor.html)

You can screenshot each step using this alternative tool and send it to the user during the chat.

2. In case your audit score is affected by this incident, please do not hesitate to file an audit dispute and our support team is more than happy to support you.

Q: I accidentally fill in the wrong payment information, what should I do?

A: If you accidentally submit the wrong PayPal email address or Upwork link, please contact our support team (study.payments@gotitapp.co) for assistance.

Q: It’s payday and I haven’t received my payment, is there anything wrong with my account?

A: Here are the steps that you should follow:

  1. Make sure you have filled in your payment method in your payment setting (with either Paypal or Upwork) and set it up correctly as guided here. If you did not complete this task before payday, please contact our support team (study.payments@gotitapp.co) for escalating your payment. 
  2. Payment is made in PST time, thus it can vary depending on your timezone and it may take some more time for payment to be processed. Therefore, you are advised to wait for 1-2 days after the payment date to see whether your earning can reach you well or not.
  3. For more detailed support, please contact our team at study.payments@gotitapp.co.

Q: How do I withdraw my unpaid earnings if my account is suspended?

A: If your account is suspended, your earnings will still be paid on the payment date of the month (1st and 15th). In case you haven’t declared a payment method (Paypal/Upwork), you can give it to us via our support email study.payments@gotitapp.co for updating.

Q: I provided an answer to the user but he/she flagged it to avoid being charged. Hence, I can’t click on the “Discussion” button to mark it as done. It’s unfair to me. What can I do?

A: We are aware of this fact and our team is constantly reviewing such sessions. If you have spent enough effort to solve a student’s question, we will still pay you your bidding amount at the end of every month.

TIPS + TRICKS

What if students just want the final answer?

We understand that sometimes students are impatient and they insist on the final answer rather than following our step-by-step solution as the approach that Got It has set out for Experts. Here are several tips for you to work through to overcome this situation.

The best approach to take is to set the right expectation for students in terms of solution delivery.

It can be in the middle of the session when students start to urge for the final answers while you are still working on the step-by-step solution. Kindly let them know that step-by-step solution is important for them to solve similar problems themselves and provide an estimated time until you can come to the final solution. 

You can use our suggested messages as below:

“Please note that here at Got It, we are required to provide a step-by-step solution, which will help you to understand the way how the problem is solved. It will take me about [x] minutes until I can finish the final solution. Please hang tight with me!”

If you find that this strategy is still not working well for these types of sessions, you can take a more selective approach in deciding which sessions to bid on or skip.

Some students indicate their desire for a quick solution in the problem description.

Examples of those subject titles:

  • I need the answer real quick not the steps just the answer
  • I just need the answer. 
  • I want answers
  • Answer only
  • Final answer

As a result, you may want to pay close attention to their description as you make your decision to bid or skip. 

You got a low star rating anyway, even the above tips are used. What to do?

We understand it will be frustrating when you get a low star rating after all of your effort. However, don’t be too upset about it. Star rating is only one component of expert rank. If you make sure that your session has strictly followed the 5 Dimensions of a good session, your Audit Scores can balance out the lower ratings. 

Furthermore, in an effort to control student’s behaviors, our team does a review of potentially unfair low rating sessions and we take necessary actions to help inform student expectations on our platform.

GETTING STARTED

Skipping and Flagging

1. SKIPPING A PROBLEM

You might encounter problems in the Portal that you feel incapable of explaining. In these cases, you should SKIP a problem instead of claiming it. As a reminder, if you’re not 100% certain that you can provide an accurate solution, it is best to SKIP the problem and move on. Below are the appropriate reasons to Skip a problem:

  • Question difficulty too high
  • Not comfortable with subject matter
  • Cannot solve within ten minutes
  • Repeated poor reviews from same student

Auto – Skipping

You will get up to 30 seconds to make your decision whether to bid on, skip or flag a problem. If no action is recorded from your side, the session will be marked as auto-skipped. Since auto-skipping lowers the chance of new experts winning their next bid, we advise you to pay close attention and avoid auto-skipping. 

Here are some useful tips for you to avoid such a situation:

  1. Make sure you will be available at your computer after you press “start working”. If you are busy and want to walk away from your desk, you should either “Stop working” or log out of the expert portal.
  2. Make sure you allow sound notifications for the expert working portal. If not, you can turn it on easily by (1) Click the lock icon on your browser, and (2) Change the Notification setting to “Allow” (as illustrated in the below screenshot)   

2. FLAGGING A PROBLEM

Flagging an incorrectly-posted problem is crucial to correctly guiding student behavior and posting practices.

Whenever you flag an incorrectly-posted problem, the student receives immediate feedback with a message stating why their problem was flagged. In these cases, the student is not charged any credits if their problem is unable to be explained.

Photo problems are NOT to be claimed if you can flag them for any of the reasons listed below.

CORRECT REASONS TO FLAG A PROBLEM:

A. Contains Multiple Questions

B. Question is Incomplete/Unclear

C. Question Not in English

D. Graphic Imagery/SPAM

E. Incorrect Subject Tag

If a question from Biology is tagged as Algebra, it should be flagged as “incorrect subject tag”

F. Picture is Not Clear

Here are some commonly seen examples:

  1. Student posts unclear image – Flag using ‘picture not clear’ and not ‘question not clear’ flag.
  2. Student requests image of graph to be drawn or posts a problem with graph – Do not flag this question as ‘SPAM’. Answer this question, unless it violates one of the other rules.
  3. Student posts multiple problems – Use multiple question flag, even if you feel the questions can be answered within 10 minutes please flag. You will be setting unrealistic expectations for the user.
  4. Student posts inappropriate picture – Flag the image using ‘Spam’ option. 

Exceptions to Multiple Problem Flag

If the student posts a problem and has a doubt in a second part – that cannot be explained without solving the first part – you may solve the entire problem. This is an exceptional case.

Flagging for Unclear Images

Please read the problem carefully or view the image carefully and only flag if absolutely necessary.

Student Flagging

Students can also flag a session for inappropriate content. The Expert will then be notified that their session has been flagged.

Accidental Claiming & Other Edge Cases

  • If you accidentally claim a question that should have been flagged to start with, please inform the student of your mistake in the chat. 
  • If a student asks you to answer an extra question mid-session, politely inform them in chat about our rule of answering one question per session.
  • If you accidentally claim a question that you are unable to answer, please inform the student in chat, not in the answer section of your inability to do so. Please note, however, that improperly-claimed sessions will negatively affect your audit scores and ranking, so please claim carefully!
GETTING STARTED

Payments

WHEN DO I GET PAID?

  • Got It! will convert your earnings and payment for them is made on the 1st and 15th of each month.
    Please keep in mind that we are located in the PST time zone and we will process payments in this time zone.

HOW DO I GET PAID?

  • Study Experts are presently paid through one of two channels – Upwork or PayPal. Only PayPal addresses under email format (eg: expert123@gmail.com) should be accepted.

CAN I SHARE THE SAME PAYMENT METHOD WITH ANOTHER EXPERT?

  • Our policy does not allow experts to share the same payment method even if one of those accounts is inactive or suspended. If we detect this action, your accounts will be suspended immediately.

WHICH ONE IS RIGHT FOR ME?

  • Your payment channel depends on how you found out about the job. If you contacted us via Upwork or were contacted by us through Upwork, then you are contractually obligated to have your payout through Upwork.
  • If this does not apply to you, then you will be paid through PayPal.
  • The exception to this is if you live in a country that is not serviced by PayPal. In that case, you must be paid through a contract with Upwork.

A list of countries where PayPal is available can be seen by clicking the link below: http://www.paypal.com/webapps/mpp/country-worldwide

WHAT MUST I DO TO START PAYMENTS?

Please use the payment tab in your account settings and indicate your preferred method of payment. A screenshot of your payment tab is below.

Enter your PayPal / Upwork information, country of origin, and how you found us by clicking the large text directly below. Please remember to Save Changes before exiting the webpage.

TO GO TO THE PAYMENT TAB CLICK HERE

  • Once your pay preference has been established, you cannot change it at a later date. You will need to contact our support team with your updated information.
    – For all payment-related inquiries, you can send an email to payments@gotitapp.co
    – For all other questions, you can send an email to email expert@gotitapp.co

Starting payment through Upwork:

  • You MUST have an account with that agency.
  • Fill out your Profile URL (www.upwork.com/users/~0000)
  • We will send a contract offer out to you to accept
  • After accepting, you will be paid through Upwork according to our pay schedule

Starting payment via PayPal:

  • Create a personal PayPal account. You do not need to have a business account.
  • Fill out your PayPal email address in the payment tab.
  • We will record your PayPal email address.
  • On paydays, PayPal will send you an email stating the funds are available.
  • Follow the directions in the email to obtain your payment. Make sure you have your PayPal account verified to receive the payment successfully. Otherwise, we can’t deliver the earnings to it.

If you do not let us know your preferred method of payment, we cannot pay you in a timely manner. Please remember to enter all your information before paydays.

PAYPAL VERIFICATION PROCESS

To get verified, go to your PayPal account to add and confirm your bank account or, if you prefer, add and confirm your debit or credit card. You can refer to the below link for your reference.

  1. How do I add and confirm my bank account?
  2. How do I add and confirm my debit or credit card?

Note: PayPal will make a small charge (normally around $1.95 to $2) in your bank account or debit/credit card. They will refund the charge after the verification process is completed, which might take 24 hours or up to one week.

GETTING STARTED

Using the Expert Portal

LOGIN
The login screen can be seen below:

 

The login screen allows for the following options:

  • Logging in with email account
  • Logging in with your Facebook account
  • Access link to Expert Portal Terms of Service

HOME
Once you are logged in, the home screen is now visible

Home Page

 

The home screen acts as a dashboard where you can access the following sections of the portal. You will see the following elements on this page:

  1.   Workspaces (by clicking the Explain button)
  2.   Account settings
  3.   Earnings
  4.   Performance
  5.   Practice Area
  6.   Training – FAQ
  7.   Referral link button
  8.   Log Out button
  9.   Portal notifications

EXPLAIN
Clicking the Explain workspace button will bring you to the following page where photo problems will be routed to you.

Within the Explain workspace page the following information is available to see on the top bar:

  • Today Earned Credits
  • “Stop Working” – which will take you back to the home page

ACCOUNT
The Account Settings page is where you enter personal information for your Study Expert account.

 

This page has several tabs that you should be aware of:

  • Details (Name, Email, Contact info, Subjects covered)
  • Payment (Enter payment info, Country info – VERY IMPORTANT TO REGISTER)
  • Change Password (Knowing your current password is required to change password)
  • Privacy Center (Know how information is shared and managed with Got It)

EARNINGS
The Earnings page allows for Study Experts to monitor their credits in real-time as well as historical numbers:

The Earnings page has two sections.
SUMMARY of Week at top and DETAILS by Day of Week at bottom.

The SUMMARY section will have supported subjects broken down individually. This will allow you to see which subjects are earning you the most credits.

The DETAILS section will display each day of the work week to see the following information for each workspace:

  • Subject
  • Number of Problems
  • Earned Credits

This allows you to understand how each day adds up to your total pay for the week. At the bottom, you can see the total pay for the week. Buttons for the previous week and next week are available so you can see past and future sections of this page. The week is calculated from Sunday to Saturday.

The Earnings page also has two buttons at the top of the page that link to:

  • Referral Report – Monitor your referrals and see how they are progressing
  • Payment Details – link to your Payment Information page and be sure to fill out to be paid on time

PERFORMANCE
Your performance page allows you to monitor your workspace performances in real time. You can change the subject you want to check performance by selecting from the drop-down list on the top right corner of your performance page. The page is outlined by the following parameters:

1. Audits – This page includes Audit Overviews and Audit Details:

Audit Overviews lets you monitor your audit results by dimensions. This is an excellent way to monitor your own performance on a real-time basis and make adjustments to improve your ranking. 

  • Accuracy – Accuracy is measured by the percentage of audited explanations that were accurate
  • Format – Format is measured by the percentage of audited explanations that have correct formatting
  • Customer Service – Customer service is measured by the percentage of audited explanations with correct Customer Service
  • Polish – Polish is measured by the percentage of audited explanations that correctly used the LaTeX editors

Audit Details lets you monitor most audit results by subjects and you are able to dispute in case you find an audit may be mis-scored.

2. Student Success – This is measured by average ratings over the max rating score (of 5) you receive from students following sessions. Other than that, the page includes related metrics such as Claimed But Unanswered and Low Star Statistics so you can monitor and try to keep it as low as possible. 

Student Success

 

3. Bidding Statistics: This page shares metrics about your session including Completed Sessions, Average Length, and Chat Responsiveness. Also, Bidding statistics such as Claimed and Skipped are measured.