To be able to moderate the chat you need to have either Admin or Moderator access. A user with Moderator access can not see real-time stats, only Admin users have visibility for real-time stats.
For live shopping viewers, the chat is their way to interact with your stream in real-time. Chat enables your audience to ask questions, add comments, and engage with your brand in a personal way. Anyone with access to your company’s Bambuser dashboard with an Admin or Moderator account can act as a chat moderator. A user with Host access can also interact and respond to chat messages through the Bambuser app only.
To moderate a live chat:
- Login to the Bambuser dashboard
- On the Shows tab, click on the show you want to moderate
- Click on the Moderate tab
- Start chatting!
From here you can post messages, reply to questions, and moderate the live chat. You can have as many admins/moderators moderating the show as you want to. It’s best to stick with plain-text messages in the chat. But if you do need to send a link, you can. Just add https:// in front of the URL.
*Please note: Links can only be sent by chat moderators.
How to moderate the chat
As a chat moderator, your chat messages will include your profile name and image from your Bambuser account. So, we recommend that all chat moderators use the same name and profile picture. To set this up, just have everyone who will be moderating the chat set their profile name to your company name, and profile image to your company logo.
To send a message in the chat, just type your message in the chat window and hit the Enter key or click the ARROW button. Your message will appear in the chat in a few seconds. Moderator chat messages look slightly different than regular chat messages. This is to let viewers know that the message comes from you, and not just from another viewer.
You can reply to individual chat messages. All you have to do is:
- Mouse over the comment you want to reply to
- Click on the comment
- Write your reply
- Hit the Enter key on your keyboard or press the ARROW button
If another chat moderator replies to a message in real-time a text appear below stating which moderator is answering to mitigate several answers to the same question. This is visible for everyone that is in the Moderator view and when a message has been replied to, it will get an icon on the left-hand side to display that it has been handled.
A message from a viewer can not be replied to twice.
You can see different icons before a viewer's message depending on the outcome, more information on how to pin, unpublish and block can be found in the end of the article.
Pin and unpin messages
As a chat moderator, you have the ability to “pin” a message in the chat. You can pin/unpin messages from the dashboard and from the Bambuser app. Pinned messages will appear static at the bottom of the chat (mobile view) or at the top of the chat (desktop view). You can only have one pinned message at a time. You can have a pre-written message pinned before live which will appear as pinned once you go live
Delete, block, unpublish messages
The moderator’s job is to keep the conversation on track. That’s why Bambuser includes a number of features to help you stay in control of the conversation.
- If a comment is unpublished, it is removed from the chat — but can be re-published later if you like.
- If a comment is blocked, no past or future messages from that user will display to the public, but they will not know they are blocked.
- If a comment is deleted, it is removed from the chat and from the subsequent chat logs.
Pause the chat
To prevent the chat from becoming flooded when there are thousands of viewers chatting at the same time, we limit the number of messages displayed in the video player to 2 posts per second. But if you need to, you can also pause the chat. The Pause chat checkbox will disable chat for viewers, limiting messages to moderators only.
Downloading chat logs
Once the live stream is over, you can download a copy of the chat log for your records. To download the chat log, go to the Moderate tab and click the three dots ... in the right top corner. Click DOWNLOAD CHAT and the chat log will be exported as a .csv file.
Bambuser will automatically block any words that are on our Profanity Blacklist. Bambuser is using a shadowban. During a live show, whenever a viewer types any of the words on the profanity list, they will appear to the one who wrote it but not to any other viewers.
If you would like to skip this option, Bambuser can disable it for your dashboard. Please reach out to your Bambuser point of contact.