User Manual
Contents
1. duplicate option ft PR e tis also be possible to dismiss a question in some countries This option should be used when the message sent by the user isn t really a question and therefore doesn t require a response but shouldn t be marked as duplicate or rejected An example might be when the user just sends a comment on the service or just sends a greeting e Ifthe conversation should be answered by another organisation you can move the whole conversation to that organisation s queue in the case of Cambodia CHC or Inthanou On the top right hand corner of the conversation click the wheel and select the appropriate Send to option SS Close Send to Inthanou Send to CHC Remove Figure 11 Sending a message to another organisation e f you haven t saved the message and don t want to answer it you can close the conversation by clicking the wheel in the top right hand corner of the conversation box and choosing the Close option This will return the message to the inbox and the conversation can be answered by another Counsellor If you have already saved it as a draft you will have to answer the question or ask your supervisor for support e Supervisors are able to unlock drafts by clicking on them in the Messages in Progress queue and editing and saving the draft 3 7 HOW TO ADD AN ACTION You can add an action that will be recorded as part of the conversation You do this by clicking2. Add action event at the top of the conversation section of the page then filling in the details of the action and pressing the Save button This is useful if you contact a client by phone and you want to keep a record of the conversation Other type of actions that are available are referrals or follow ups of referrals Those are useful if you refer the client to visit a clinic for example and you want to keep track of this information in the conversation You can add themes to the action by clicking on the theme groups eg Family Planning and selecting the appropriate theme before clicking Save ff 2 Jh Add Action or Event to History Type of action or event Date Time Enter type of action ore 12 12 2014 18 41 09 Notes gt Family Planning Puberty Growing Up gt Sexual Violence gt HIV AIDS Reproductive Health gt Non SRHR Questions gt Other STIs Sexuality Figure 12 Adding an action 3 8 HOWTO ADD A VOICE CALL When you click the Voice call tab it will open a new blank conversation screen The first section of the form Client Details lets you enter the caller s details Type the client s phone number in the Phone box and then click anywhere else on the screen The system will check if this phone number is already registered on the platform If it is the system will load those details along with this client s existing conversation If not you can begin a new conversation for the client Ent
3. Mali conecta weleliado org senegal conecta infoado org Your administrator or the OneWorld Technical Support team will give you a username and password Use these to log in to the platform 2 2 HOME PAGE The Conecta home page is where you log in to use the platform It will be shown initially in its default language Khmer Portuguese English French You can change this at any time see Section 2 2 2 3 CHOOSING YOUR LANGUAGE You can easily switch to another language by clicking your desired language at the top right hand corner of any page on the platform including the home page The user interface of the platform will appear in the language of your choice and it will work exactly the same way as in the other language s 2 4 HOW TO LOG IN On the home page you will see the project s logo and a login box see Figure 1 fj English men igs AunviUAAsManiueMnugnG _ SuAyRAINGASAMIL HsINgagsArsiayan Submit Please signin Username Password Remember Me Figure 1 Login box Log in using the credentials username and password given to you These details are case sensitive so take note of any capital letters If you can t log in and you seem to be using the correct credentials See Figure 2 contact your administrator They will be able to check your username or reset your password Please sign in Username Password Remember Me User or Password might be invalid Figure 2 Login error Wh
4. Ouk Tith Chhorvy Bou Vannary Sean Sok Phay Loun Monyl Long Sokhom Sanary Kaing Srorn Srun Jeffrey Allen El Boravy MAM Sophea supervisor Eduardo Belinchon gt counsellor gt inthanouCounsellor gt junior Figure 19 The user management screen When adding a new user or editing the details of an existing user you must enter details for every box and then press the Save button Add Edit User First Name Surname Login Role Status guest v Active Password Confirm Password Close Save Figure 20 Adding or editing user details 5 3 FAQ MANAGEMENT The Frequently Asked Questions FAQs help the counsellors give correct answers to the clients by providing template answers to popular questions A good FAQ database is key for this process The FAQs are organised in categories e g Family Planning and subcategories e g condoms You can assign several categories to ftp PR one FAQ In the example below you can see the FAQ is assigned to both Condoms and Prevention of STIs Every FAQ has a short reply and a long reply The short reply serves as template for an answer via SMS while the long reply serves as template for answering a question that came in via email or Facebook ADD NEW FAQ Frequently Asked Questions v Family Planning v Condoms Mime sicm Can condom protect people from all sexual transmitted disease s prones ememmt gem gt Other contraceptives gt Nat
5. by clicking the Logout link in the top right hand corner of every page 3 MYQUESTION MYQ MyQuestion MyQ is the section of the platform that allows you to see messages submitted by clients and respond to those messages 3 1 My QUESTION DASHBOARD After a successful login you will see the My Question dashboard page which shows all the queues of conversations that you can work on see Figure 3 A conversation is a group of messages to and from a client e g a phone number as well as any offline interactions recorded about that client The numbers in parentheses indicate how many conversations are currently in each queue waiting to be managed by a Counsellor or Supervisor English men igs Hello Srorn Logout AUHUiUAAsMaRiueMnugnG SUAYRAINGHASATUIL HisiNg agsarsiayan Voice Call Reports Settings v Supervision Search Submit gt My Drafts 2 gt Inbox CHC 5 gt Inbox Inthanou 0 gt Waiting for Approval 0 gt Messages in progress 8 Figure 4 MyQ dashboard The conversation queues are where you will access the questions sent by clients This is where Counsellors will probably spend most of their time You can see the following queues My Drafts These are messages you have opened Either you are currently working on the message or you have saved it as a draft to complete it later No other Counsellors can open these messages only you or a Supervisor can Inbox All the mess
6. support oneworld org 9 WHAT DO YOU THINK We re always trying to improve the Conecta platform and the best way for us to do that is for you to tell us what you like about it and what you would like to change about it Please send any thoughts you might have to ideas oneworld org Thanks so much We hope the Conecta platform helps you increase your productivity and give your clients the information they need to improve their lives
7. you to record the notes of a voice call with a client See Section 4 8 for more information The Reports tab is where you can see statistical data recorded by your platform See Section 5 for more information The Settings tab allows you to edit your user profile name username email address phone number password etc See Section 6 for more information The Supervision tab is where Supervisors can monitor the work of Counsellors and Junior Counsellors See Section 7 for more information 2 6 USER ACCESS LEVELS When an Administrator adds you to the system you will be given a certain role such as Supervisor or Counsellor These roles define what you can see and do on the platform User roles Admin An Administrator is a super user and has the entire set of privileges in using the platform Supervisor A Supervisor can monitor the activities of Counsellors and view reports on statistical data Supervisors are also the only users who can 4 PR Check messages that have been opened by Counsellors Create edit users Add edit FAQs Counsellor A Counsellor has access to the messages sent by clients They can open the new messages in the inbox and send replies Junior A Junior Counsellor can open messages sent by clients but Counsellor their replies have to be approved by a supervisor before they are delivered to the client 2 7 LOGGING OUT You can log out of the platform at any time
8. Conecta application User Manual Conecta Release 9 June 2015 world Currently Supporting LEARNING ABOUT LIVING va TABLE OF CONTENTS T WAN TS OCC ia aea E E a 1 2 Platform overview e nonnonesnnnnnnnsnrsrrsrrrrrnrerrsrrsrrrrrnrsrrerrerrnrrnrenrerrerrnirnrrnrerrerrerrni 2 ZW Accessing NEPA Tere sn demnscneeceeanetee saa 2 P FOME AGG ea ieesieenssuesesseesaameeeenaustes 2 2 3 Choosing your Language irccsincesnedone nsnsciestciscunscesieamonederd denenposshodsesnisgedeeseoanstbieneses 2 Ze FON VO NO e E E S 2 Ze Pen OD a E eras 4 2 6 User Access Levels vccntinicnsspanssinsinsntndanindtsaasnnbesatinininamuosbeaaaiantinntiasniiudagatanternies 4 eM WOON OU as scepter E eeeentsianteetimaecoebseateutseattuatenebaaateatoa 5 NOSSO MY o E A E E E E 6 21 My QuestiondashDoard oe sgectencerentnnponettaacteaetacsionanoeneectiecetmentnns Satteaenegebeopsonete 6 32 ConversahoNS ee ee cr ene ere a ne eee 3 3 How to fillin the client details sas ccaencuscwadumadanasncteiulnnteaat seinangedesentieunieianenaenimniaes 8 3 4 How the conversation WONKS scisatesuicanrannisandvoksvonsSanieneanneecenndssneaseansdociousientns 9 239 HOWTO Add MEMOS eee ene ee ee eee ee ee 9 3 6 How to answer a question scssevsuanisinonarensesceuntanaesbonnneniiersadosabeinenns dusiewaesensnaunn 10 I IOV 0 adana O ean E E E 12 930 HOW oadd a voie CIl esnea T 13 3 9 Ifyou are a Junior COUNSCNOP vcciccctsecre 5iccdcentgeatonascesnesdseadecedaosisen
9. VISION The Supervision tab allows monitoring of counsellor activities Only the supervisor can see this tab They will be able to see for each counsellor how many open but Unanswered questions remain in the counsellor s draft queue and how many questions the counsellor has answered The stronger colour in each circle indicates what proportion of the total number of open or answered questions the counsellor has For example in the image below the stronger blue colour for Srorn Srun indicates that nearly half of all the open questions are associated with him English mesig Hello Srorn Logout AUHUIUAASHaaitieuen u je ngh s uW pig igjog msiayn My Question Voice Call Reports Settings Supervision Search Submit Y Filter options Supervision Dashboard Sean Sok Phay Loun Monyl Long Sokhom Sanary Kaing 0000 00 QQ answered answered answered open a open n n open So admin admin admin El Boravy MAM Sophea duardo Belincho Ra Keo OO OO O OO open answered open answered answered open answered open answered open answered admin admin admin supervisor counsellor Thoun Sreypov Figure 23 Supervision Dashboard Clicking on open will show the list of open questions for the specific counsellor similar to answered which will show a list of the questions answered by the counsellor It is then possible to click down and see the whole conversation which this question is a part of The default view shows t
10. ages waiting to be answered by Counsellors These are new messages and any Counsellor Junior Counsellor or Supervisor can open them Inbox CHC If you are a Counsellor assigned to either CHC or Inthanou and your Inbox will be named accordingly In some instances e g Inbox Inthanou Cambodia multiple organisations are allowed to answer the oj questions according to their expertise in the subject matter In this case you ll see the inbox is further divided into inboxes for particular organisations Waiting for This queue is visible for Supervisors only It contains the approval questions answered by Junior Counsellors that are waiting to be approved by a supervisor before being sent to the client Messages in This queue is visible for Supervisors only It contains all the Progress messages that are being worked on by counsellors Also if a counsellor has clicked Send on a message but the platform couldn t connect with the telecom operator to send the message it will be temporarily stored in this queue until the connection is re established By clicking the arrow gt next to a queue you can see the list of conversations in that queue Each conversation is represented by the latest message in the conversation You can open up the conversation screen see 3 2 by clicking on the latest message Note In the case of email messages and Facebook messages it may take up to 5 minutes for a question to reach the syst
11. ct close to return to the MyQ dashboard If a Quality Assurance form is due you will see a notification reminding you to complete a form You will continue to be reminded until you have done all your due forms 3 9 IF YOU ARE A JUNIOR COUNSELLOR Junior Counsellors are just like Counsellors except they cannot send messages directly to clients Every message they write must be sent to a Supervisor for approval The Supervisor can then edit the message and then sends the final version of the message to the client 3 10 IF YOU ARE A SUPERVISOR Supervisors can function as counsellors They can open questions from the inbox and handle the messages On the conversations dashboard Supervisors will see two additional queues that a Counsellor will not see They are e Waiting for Approval e Messages in Progress Waiting for approval When a Junior Counsellor sends a message or when a Counsellor is unsure of their answer the message is placed in this queue for a Supervisor to check edit and approve Only one supervisor can open a waiting for approval message at a time Once the Supervisor opens a conversation they can Send back to the Waiting for approval queue by clicking on the wheel in the top right hand corner of the conversation box and selecting close Send Response The Supervisor may first edit the answer typed in by the Counsellor When the Supervisor presses Send Response the message will b
12. e sent to the client and the MyQ dashboard will then appear so the Supervisor can begin their next task Edit the response and save the draft The message will remain in the Waiting for approval queue and a Supervisor must re open it and send the message to the client when they are ready Messages in progress This queue includes all the drafts from all the counsellors You can see whether a draft has stayed in a counsellor s My Drafts queue for a long time and can ask them whether they need support to answer that question You can also open these drafts however it s advisable to use this tab solely for supervision and support as in most cases a Counsellor will currently be working on the message so editing and sending it may cause confusion tg PR Also if a counsellor attempts to send a message but the system can t connect to the telecom operator the conversation will temporarily be stored in this queue The message that has not yet been delivered to the client will be shown in red You do not have to do anything about these messages The system will continue trying to send the message from time to time until it is successful 3 11 BULK ACTIONS If you want to quickly send one reply to a number of conversation or delete or reject them conversations you can use bulk actions First tick the box on the left of each conversation and then the bulk action buttons should appear as shown below In most case only Administrators o
13. em It can then be opened by a counsellor If you are experiencing any significant delays in transmission beyond this normal processing time please report the problem to OneWorld Technical Support 3 2 CONVERSATIONS Every conversation screen includes 3 sections English Hello Ann Logout Client Details Phone 123456789 More details Conversation Switch status filter off Conversation Send Response Send Response Type your response here Figure 5 Conversation page 7j Box 1 Standard Procedure for MyQuestion Whenever you open a conversation you should do the following 1 Fill in the client details if available and click SAVE 2 Assign theme s to the new question 3 Deal with the question answer ask for more information forward save as a draft 3 3 HOWTO FILL IN THE CLIENT DETAILS Whenever a client sends a question to the platform for the first time they will receive an auto reply thanking them for their question and asking them to send some basic information about themselves such as age gender and region If the system already has some of this information it will only ask about the missing information For example if the client s age and gender are in the database the auto reply will only ask about the client s region The Counsellor will use this information to fill in the client details section Simply fill in the age gender and region It is also pos
14. en you are logged in successfully your session will last as long as your page is open It will expire when you close the browser or shut down the computer If you want to keep the login details stored in your computer tick the Remember Me check box before clicking the Sign In button This will store the login details in the browser cache and you will be able to re enter the platform without entering your details again Whenever you clear the cache these details will be removed and you will need to re enter them It is not advisable to tick the Remember Me box if you share a computer with other users like in an office __________ 3 ___ 2 5 MENU TABS At the top of every page of the platform you will see menu tabs The tabs allow you to navigate the site and each tab lets you to do one or many actions The menu tabs My Question Settings Supervision etc shown will differ for each user depending on their user privileges Figure 3 is a typical view for a Supervisor Counsellors and Junior Counsellors will not see some of these menu items as they do not have access to them Voice Call Reports Settings v Supervision Figure 3 Menu tabs for a Supervisor MyQuestion is the section of the platform that allows you to see messages submitted by clients and respond to those messages It is where Counsellors will spend most of their time See Section 4 for more information The Voice Call tab allows
15. er the client details and click Save Client Details ID Phone Facebookid Email Region Gender Age 15 12345678901 E Ka Nyaka fema 0 Searching for matching records More details Phone number is Phone number is not already registered already registered on on the platform the platform Existing Contact Found Client Details Client Details ID Number Phone Gender ID Number Phone 07865142424 male 1324 XX XXX XXX XXX No matching contact found Facebookld Email Facebookld Email XXXXXXXXXXX XXXX XXXXX_XX Figure 13 Searching for a client s phone number in the database ff tg PR Next click Add a new action event and type the notes of your call with the client Be sure to choose Voice Call for the Type of action or event When you re done with the notes click Save Add Action or Event to History Date Time 10 03 2015 13 35 59 Type of action or event Voicecall Type Call Duration hh mm ss Previously used Email Voice Call Choose on 00 Previously used SMS Notes gt Family Planning gt HIV AIDS Other STIs gt Puberty Growing Up gt Reproductive Health gt Sexuality gt Sexual Violence gt Non SRHR Questions Figure 14 Recording the notes of a voice call You can now add themes to the notes of the voice call by pressing the Add Edit theme button and adding themes as you would for any other message When you ve finished that click the wheel and sele
16. han women that have one baby To reduce it you should take 9 Hello thank for your question You said you have twin baby so you can face with this sign more than women that have one baby To reduce it you shoul take a 9 Hello thank for your question You said you have twin baby so you can face with this sign more than women that have one baby To reduce it you shoul take a 9 Hello thank for your question You said you have twin baby so you can face with this sign more than women that have one baby To reduce it you shoul take a 9 Figure 25 Search results 1 10 0f 11 Show 5 50 100 08 05 2014 13 09 07 04 2014 12 47 07 04 2014 12 49 16 05 2014 15 54 16 05 2014 16 13 14 05 2014 16 25 19 05 2014 12 55 19 05 2014 14 19 8 TECHNICAL PROBLEMS If you are experiencing technical issues with the platform if it is behaving strangely or showing error messages please contact your administrator or OneWorld technical support To help you the technical support team needs as much information as possible Please try to provide the following information about the problem e Specific details of any error messages copy and paste the whole error message e Step by step details to reproduce the problem when and where the problem occurs e Screen shots of the page This will help the tech team to resolve the problem as quickly as possible Contact the technical team by sending an email to
17. he questions answered since the launch of the platform You can filter this information from a more recent date by using the calendar in the top right corner 7 SEARCH With the search bar you are able to search the whole platform It can help you find previous conversations Submit Figure 24 Search Bar You can enter words into the search box in which case it will look for questions or answers containing those words This provides a way of finding conversations mentioning a particular topic It is also possible to enter a telephone number or email address to find the conversation from a particular user Search Results search Term food 11 Result s Filter Results Thank So it can cause by food and drink If you feel uncomfortable with this problem you should discuss with doctor or call 012 999 009 008 free for Cell c 69 Hi sister Most of women feel pain during period You can do gentle exercise eating fresh fruit milk and green tea reducing eat salt food and wear comfort d 31 Hi sister Most of women feel pain during period You can do gentle exercise eating fresh fruit milk and green tea reducing eat salt food and wear comfort d 31 Thanks for your info Your concern to get baby is not much problem because you are young so you have much chance to get pregnant both of you should take ca 10 Hello thank for your question You said you have twin baby so you can face with this sign more t
18. iensecedasataass 15 2 10 If youarea SUI VISOR sci cee ace stgnsaccksesianee aE Eis 15 7 fa el 0 2 1 6 9 ee TE R 16 EATS Cal TODOS eta snceucnasrcancranstentsaabunateapiansbenianuoaptigieteiniatounaanmetaaaneabneaenanaiemaien 16 NS cc are S AA PEN E A PE E tein osacw E A EA ETE E A EE 18 S EOL ONE a A E E A A ER 18 32 User Managemenl See eee eee on ee E eee eee ee ee eee ee 18 23 FAO WiC CIS I cece tetsiraceaccetecancegu sauce ccteumscendsusecapeie N 19 534 Browse FAQS ras sccapccanatetenicessiesteupestaemmacccigdneadegestaanee PEPEO E NEEE EEr 22 210 e121 av SON aa E AA E 23 SELE snc cae EETA E ETE PEN PENE E T EEE E E A EARE AE E T A 24 Tecnnical PrOpIEMS ac aicerercstcactrannadaionasianienaaiestneapnsdsenunaianeetsprageoneseimunmnepaanaadesesiesenesbueetniates 25 2 Wa YOU WINK 7 a E 26 10 Appendix What s New cccceccseceeeeeeeeeeeees Error Bookmark not defined PASS S ssnctrrceqacearanageaseneereinanituasdeontmacedniinpasstennenigel Error Bookmark not defined PREICES SG sccchanihnsudrniiyeesseseredaninnrwmnnibikemedaanienaaneenisin Error Bookmark not defined PNG IS ASC f aenneren E Error Bookmark not defined PREC AS 6 O oire ene EEEREN EE riai Error Bookmark not defined Release 5 annnnnnnnnnnnnnsnrnnsnrnrnrrrrnrrnrnrrnrnrrnrnrrnrnnne Error Bookmark not defined 1 WHAT IS CONECTA Conecta is a web platform that helps you communicate with clients through various communication channels You ca
19. n receive messages sent by SMS or email or through Facebook or a web widget You can then answer these questions and the users will receive your answer in the same format as their question The platform records the messages received and sent as an ongoing conversation so if the same phone number email address or Facebook account sends another message in the future it will appear within the same conversation and the thread of the discussion will not be lost The platform also allows you to record notes about offline interactions with the client like referrals to services or social workers interventions and although the platform doesn t currently record voice calls or manage IVR interactive voice response interactions it does allow you to take notes on a voice conversation with a client Every client is identified through their phone number email address or Facebook ID some features are only enabled in some countries these are shown in green If this feature is not currently available on your system but you wish to use it please contact the technical team 2 PLATFORM OVERVIEW The Conecta platform can be accessed by a web browser and was working smoothly on the latest versions of all major web browsers at the time we wrote this guide 2 1 ACCESSING THE PLATFORM The URL for your platform is Cambodia 1293 youthchhlat org Nweti Mozambique nweti oneworld org Egypt conecta ma3looma net Nigeria conecta myquestion org
20. ose Add Themes When you are finished assigning themes to a message press Add Themes to save your choices If you press Close you will return to the question WITHOUT saving your chosen themes 3 6 HOW TO ANSWER A QUESTION To send a response to a question you have to select at least one question in the conversation by ticking the check box in front of the bubble You then have several options See Figure 10 below e lf the message is clear and you know the answer type the response and click Send Response The system will send the message to the client and take you back to the MyQ dashboard where you can choose the next message you want to answer e If you first want to check the FAQ database for help answering the message enter a search term in the FAQ Box and click the magnifying glass This will open a pop up with the FAQ search results If you find an FAQ that you want oj to use to answer the message you can apply the short answer for SMS messages or the long answer for Facebook or email messages Once you click apply the pop up will be closed and the response box will be filled with the FAQ answer You can now edit the answer before sending it to the client e If you have typed a response but cannot complete it for some reason you can always save the draft and send it later The conversation will still be assigned to you and you can see it in the My drafts queue The other Counsellor
21. r Supervisors have permission to use bulk actions Bulk Action buttons lt Inbox 9 1 90f9 Show 5 50 100 ma How many drugs must HIV patients take 2 09 12 2013 14 00 m How can avoid pregnancy 1 09 12 2013 19 00 What is contraceptive birth control pill 1 13 12 2013 03 00 lt ER E How does emergency contraception work 1 16 12 2013 05 00 Figure 15 Bulk Conversation Actions 4 STATISTICAL REPORTS The Reports tab is visible to supervisors and administrators This function enables you to generate reports using various aggregates including age channel location etc Any table produced can be downloaded as a csv file and opened in Excel A set number of categories e g questions received by age can be viewed by clicking the relevant box The default view shows the reports by month and by year You can select a specific period using the calendar on the top right Click clear to go back to the default view If you tick New contacts only the numbers quoted in the report will only count messages from contacts that sent their first question in that time period User Manual mantgiEnglish Hello Ann Logout AUHUIUNsmaaiicyeRnusnG _ SHAYAAINGIASATWIW WASIHg o gSAIsiaya My Question Voice Call Settings Supervision Search Submit Reports Report Type Organisation s From date To date HH eaa fees che a eae New contacts only ca 22 Question Received byAge b
22. s will not be able to see the conversation only a Supervisor can e lf you want more information from the client but you are not specifically answering a question type your message to the client and press the Request more Info button This way the system doesn t track your request for information as an answer to a client s question e f Counsellors are unsure of an answer to a client they can press the Send for Approval button to send the message and their answer to a Supervisor for approval Junior Counsellors MUST get approval before sending a response to a client After typing their response they should press the Send for Approval button Send Response Type your response here 3 Search 1 Q this another reply Ea Save Draft Send Response Request More Info Figure 9 Sending a response to a client e fa message doesn t make any sense or it is suspected to be spam you can reject it by clicking the wheel in the top right hand corner of the message bubble and selecting the Reject option By default questions rejected or marked as duplicate or dismissed do not show in the conversation However they can be seen by pressing the Switch Status Filter Off button Mark as duplicate Reject Add Edit Theme Figure 10 Rejecting a message e Similarly if the question is a duplicate of an earlier question in the conversation it can be marked as duplicate by selecting the Mark as
23. sible to record more details about the client such as their occupation To find these fields just click More Details Always click Save If you forget the information will not be saved on the system This information is very important for the organisation to Know who the users are Client Details ID Phone Facebooklid Email Region Gender Age 15 123456789 EJ Ka Nyaka fema 0 More details Figure 6 Client details Client Details ID Phone Facebookid Email Region Gender Age 15 123456789 E Ka Nyaka fema 0 More details Phone Type Source Martial Status Highest Education Occuptation Choose a one Choc Choose aone Choose a one Choose a one Notes Figure 7 Client details with more details fg Pe 3 4 HOW THE CONVERSATION WORKS The conversation tracks the messages from and to a user as separate bubbles of different colours This makes it clear where each message has come from On the top left hand corner of each bubble you will see a symbol identifying that a message has come through email Z e Facebook I sms e web widget ga e ask fm web widget Q The bubbles are also colour coded e Orange unanswered open message e Green messages that has been answered e Blue answers to client e Purple messages to client asking for clarification e Red an answer that was not delivered to the client because of a communication failure with the telecom operator Conversation Add new ac
24. tion event Gy A Sexual inte Add Edit Theme Hi bong have one question when sex pel mean r dov ter arch mean kon re te thanks Dear oun Thanks for your question kar roum phet pel mean rdov men arch ouy mean kon ban te Tae ber kar tlak chheam men man chea chheam rdov oun arch neng mean kon ban douch nis oun trov brakot tha ka thlak chheam rbos oun chea chheam rdov ber oun mean question chang ask bon them oun arch call mok 1280 or 012 999 008 men ket thlai chom pos cellcard som ouy oun mean sokkha pheap laor INTHANOU Symptoms an Add Edit Theme have vaginal discharge do i have STD Figure 7 Message bubbles 3 5 HOW TO ADD THEMES Before you answer a message assign themes to it This will categorise the message so that you can track what the clients want to know about On any incoming soj message press Add a Theme and select as many themes as you think fit the MESSAGE gt Family Planning gt HIV AIDS gt Other STls Figure 8 Incoming message themes gt Puberty Growing Up gt Reproductive Health v Sexuality Abstinence Masturbation Sexual orientation and gender identity Love Desire and pleasure Interpersonal relationships Sexuality related stigma and discrimination Virginity Sexual intercourse Referrals to services related to sexuality Traditional cultural and religious norms and practices Sexuality Sexual Violence Non SRHR Questions Cl
25. ural family planning gt Pregnancy Safe Motherhood gt Referrals to services related to family planning gt Family Planning other gt HIV AIDS gt Other STIs Figure 21 FAQs To create a new FAQ press the Add new FAQ button in the top right hand corner of the page You can also edit an FAQ by clicking on the specific question editing it and clicking Save Add Edit FAQ Question Can condom protect people from all sexual transmitted disease Gripe wer wen esnims Sgeme mye isece gia Short Reply lf you used it properly and regularly gm PSE SEES safOme Peseice 9 Long Reply Condom can protect people from all sexual transmitted disease if you used it properly and regularly condom can protect it coverage area only ips exer wmecnimilegomemyeisece GEE PU mee Pe E gt ELTELT spr emesumme feicetioeten p ctatcieg gm gt Family Planning HIV AIDS Other STIs Puberty Growing Up Modes of transmission Reproductive Health Prevention of STIs Symptoms and signs of STIs Sexuality O Referrals to services related to STIs E Sexual Violence U Other STIs other gt Non SRHR Questions Close Figure 22 Adding or editing an FAQ 5 4 BrRowseE FAQs This optional feature allows counsellors to browse the FAQs that are available This feature is similar to the FAQ Management feature described in the previous section but the counsellors cannot create edit or change FAQs 6 SUPER
26. yGender byLocation byTheme byChannel byTheme byChannel 0 Question Answered byResponsetime byChannel 0 Questions Rejected byChannel 0 Questions Forwarded to Inthanou byAge byGender _ byLocation Figure 16 Reports overview To download the selected table simply click the download button You can switch between showing figures as percentages or sums by clicking the links at the top of each table byAge byGender byAge byGender ca Sum Percent not given male female undisclosed All male fem Figure 17 Reports details 5 SETTINGS Selecting the Settings tab will show one or more menu options If you are a Counsellor you will only see Edit Profile and Browse FAQs Supervisors and Administrators will also see User Management and FAQ Management but not Browse FAQs Settings User Management FAQ Management Edit Profile Figure 18 Settings tab 5 1 EDIT PROFILE You can edit your profile including your name username email address phone number and password if you want 5 2 USER MANAGEMENT This feature is limited to Administrators and Supervisors only You can add new users and edit the details of the existing users To edit the details of an existing user select the user s name and edit the necessary information To create a new user account press the Add New User button in the top right hand corner of the page ADD NEW USER User Management v admin
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