HubSpot Chat is a tool that allows visitors to the website to interact with UNO staff while on the website. It is another channel of contact similar to email and telephone and should be treated as such.
Policies and Best Practices
It is important for units using Chat to remember the policies in place to protect the privacy of users.
Do not post confidential or proprietary information about UNO, or UNO employees, students, staff, or alumni that would violate such a person's rights to privacy under applicable federal and state laws and regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the Family Educational Rights Privacy Act (FERPA) and university policies.
Access, Governance, and Costs
The Digital Communications Executive Committee oversees the governance of Chat. Only the Chat tool selected by the Digital Communications Team and approved by the Digital Communications Executive Committee may be used on the UNOmaha.edu website.
Requests for access to the chat support tool will be initiated with a Start Your Project request.
Key information required includes:
- Goals of the Chat support (lead generation, support, contacting a department, etc.)
- A communications plan (messaging, scripts, knowledge base)
- A list of where chat will be offered on the website and why (by top level section or folder i.e.: /admissions or /registrar)
- Team lead to act as point person and liaison with DigiComm and other chat groups on campus
- Resource structure (backups in place, scheduling, and hours of operation)
Approval of the request for Chat support will be made by DigiComm and the web lead of the group submitting the request. If approved, the Digital Communications Web Team will integrate the Chat support access on the designated web pages and provide access to all vendor resources provided for training.
At this time, there are no plans to have individual units responsible for any costs to use the HubSpot live chat tool.