Many tutors have mentioned they’d like to know what students see when they have a session. Our Growth team put a mock session together and we ended up with these videos. Below each video is a description of the feature each is showing. Enjoy!
5 Minute Inactivity
We noticed that students are ‘timing out’ due to 5 minutes of inactivity in >5% of sessions. Sometimes students have truly gone inactive; other times, students who stopped responding reach out to us saying that they needed more time to work. This inactivity is clearly frustrating for both students and tutors alike!
While we’re already working on student feedback channels for tutors, we also want to ensure students have a chance to rejoin a session before being deemed inactive. The new check-in system starts on Monday, February 24 and works as follows:
- 2 total minutes of student inactivity: quick check in
- 4 total minutes of student inactivity (cumulative, 2 minutes after prior message): check in with small level of urgency
- 6 total minutes of student inactivity: warning that session might end
- 7 total minutes: end of session using typical canned response
Please try to be thoughtful about sending these messages. For instance, if you’ve sent multiple 2 minute warnings in a row, consider revising the message. If you know the student is working on a problem, you may choose to delay checking in. Additionally, if the student has indicated that they do not need any more help, there is no need to send this cadence of messages – simply end the session after 1 minute if the student has not already.
Below are the new canned responses for each type of message, found under the Session/Shift Ending tab. Please note that the first message in each group is more pertinent for students who should be responding to a quick question, while the second message is more applicable to students who are working on their problems.
Hi [student name], just checking that you’re still here!
Hi [student name]! Nice job working on this problem; please let me know if you get stuck!
Hi [student name], please send me a message so I know you’re still here.
Hi [student name]! I think you’re working on the problem right now, but please send me a message so I can confirm that you’re still there.
Hi [student name], just letting you know that in order to keep the session going, I need you to send me a message in the next minute. Otherwise, I’ll have to end the session to help other students.
Unfortunately you’ve been away from the app for more than 5 minutes. I have to end the session so that I can help other students. Feel free to submit another request whenever you’re ready!