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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.

TIPS + TRICKS

Chatting with Students

How to chat with students with the help of canned messages

Under no circumstances is any of the following allowed to be shared in the chat. Any violation serves as immediate grounds for removal from the platform. Any use of inappropriate words, profane words and personal information is not allowed. Attempts to share such words in the chat will be censored and appear as “*****” instead of the actual word.

  • Personal identifiable information
  • Flirtatious compliments
  • Angry rebuttals
  • Discussion of finances or pay
  • Profanity
  • Links to external third-party sites

Canned Messages

You can send pre-scripted messages to quickly deliver messages and optimize your response time for a better student experience. All you need to do to pull up these messages is type a forward slash into the chat ( / ) and a list of drop down options for full sentences or responses will appear.

Here’s the list of canned messages available to use:

/wait – I apologize for the wait. I’m working on your explanation and will share it with you soon!

Greeting statements:

/g1 – Welcome to PhotoStudy! Happy to be your expert today!

/g2 – Hi there! I’m looking forward to helping you today.

/g3 – Hey there – happy to help you with this problem!

/g4 – Welcome to PhotoStudy! I’ll be your expert today – be sure to ask me any questions you have!

/g5 – Welcome to PhotoStudy! I’ll make sure you understand how to solve these types of problems.

Confirming the student’s understanding:

/u1 – Did this step make sense?

/u2 – Was this step clear?

/u3 – Did you understand this step?

/u4 – Feel free to ask questions about any of the given steps!

/a1 – Now that we’ve finished the explanation and final answer, did you have any questions on how we did this?

/a2 – And that’s how you get the answer! 🙂 Do you have any questions on the explanation or final answer?

/a3 – These types of problems can be tricky – did I explain how we reached the final answer in a way that makes sense?

/a4 – Now I’d like to make sure that I’ve explained how to solve this in a way that makes sense. Was everything clear to you?

/a6 – That’s the final solution! 🙂 Did it all add up?

/a8 – That’s the final solution! 🙂 Hope I helped you out.

Closing statements:

/c1 – Glad you came to PhotoStudy for help. It’s been a pleasure to help you today!

/c4 – If you enjoyed your experience don’t forget to share it with your friends!

/c5 – Thanks for using PhotoStudy 🙂 Have a great rest of your day!

/c6 – Thanks for using PhotoStudy!

/c7 – It has been a pleasure to work with you today. Come back and see us again!

/c9 – I’ve enjoyed helping you today! Please come back soon!

/c10 – Thanks for working with PhotoStudy. Have an awesome rest of your day!

/c11 – Thanks for choosing PhotoStudy! Please come back again soon! We’re happy to help.

/c12 – Thanks for using PhotoStudy. Remember you can view your explanation even after exiting the chat 🙂 Have an awesome rest of your day!

/c13 – Please enjoy the rest of your day and thank you for letting me help you solve this problem!

/zz – Thanks for choosing PhotoStudy! It’s been a pleasure helping you!

TIPS + TRICKS

Chat Safety Protocol

Use this document to know what to do when a student states that they are:

  • Under 13 years old
  • Planning to commit suicide
  • Involved or planning to engage in criminal activities

What you should do if a student explicitly says they they are in Grade 6 or below OR below age 13:

  • Provide your Expert ID for the Safety team to investigate by emailing Safety@gotitapp.co

What you should do if they encounter a student who is going to commit suicide:

Judging behavior based on their sessions posts is a challenge, but there are potential warning signs or indicators for self-harm or suicide. Below are questions to ask yourself to help assess if another user is feeling suicidal:

  • Has this person specifically noted that they intend to harm themselves
  • Has posted an attachment that implies self-harm or harming others?

If you’ve assessed the situation, and know the person involved, encourage him or her to seek professional help. If, on the other hand, you don’t know the person involved, you may still contact them to express concern or refer him or her to a counselor, a suicide hotline, or someone who might know them better.

  • Provide your Expert ID for the Support team to investigate by emailing Safety@gotitapp.co and providing all relevant information
  • The Safety team will reach out and provide resources to the individual student

What you should do if they encounter a student who is involved, says they will be involved or mentions illegal activities:

  • Do not engage the student in regard to the activities
  • Provide your Expert ID for the Support team to investigate by emailing Safety@gotitapp.co and providing all relevant information
  • The Got It! Safety team will provide this information to local authorities.

Source Materials:

Resources:

GETTING STARTED

New Expert Training Videos

Study Expert Orientation

This is the 1st of three videos you went through when joining Got It!

How To Be A Great Study Expert!

This is the 2nd video. This video highlights the important policies and procedures at Got It.

So that you can be the BEST Study Expert!

Working Within The Expert Portal

Have questions on how to work within the portal? The 3rd video shows from start to finish a perfect example of a successful session.