Agency: Asking for help

Need some extra support? We are here to help you out 😎

Allysa avatar
Written by Allysa
Updated this week

You've started working on tasks, and realize you need some extra support to make changes, reach out to your creator, and the like. πŸš€

When reaching out to Customer Support

We suggest reaching out to the support team via chat with all the details of your concern including the Task Name and Creator Name (if applicable). This way, the team will be able to look into this asap πŸƒ We recommend reaching out to support when you need assistance editing Active tasks, following up on tasks that in In Review for more than 24h, and other similar concerns.

How do I contact my creator?

To contact the creators who are working on your task, you can now use the Chat feature on the Billo platform! It's really simple, and here's how to do it:

  1. Click on Messages on the top of your screen

  2. Find the creator you want to message to based on the tasks you have active

  3. Send a message, and wait for a response! 😎

Here's a visual:

When using the chat feature, please remember to:

βœ… Stay on topic. Questions and information should be relevant to the task being discussed

❌ Don’t solicit other community members for work/communication outside of Billo

Exchanging information with your creators

To save time, there are available tools on the platform that will help you maximize the exchange of information between Brands and Creators 😎

Here are multiple ways you can use the product preferences form:

  • for personalized products πŸ™‹β€β™€οΈπŸ¦Ήβ€β™€οΈπŸ§Ÿβ€β™€οΈπŸ‘¨β€πŸŽ¨

  • to get your creators clothing or shoe size πŸ‘•πŸ‘Ÿ

  • get photos from your creator that you need to use to make their product πŸ–Ό

  • find out if your creator can install your product πŸ› 

  • to know if your creator is experienced in a skill needed to complete your task 😎

  • .....and so much more! 🀩

Basically, any information from your creator that you need to create their product for your task or so they can complete your video 🀩

A field inside the task details that will allow you to give more instructions and clarifications, including links to images, websites, references, etc πŸ”—

Some suggestions of what you can put in this field ✍️

  • Your Brand Story, or more details about your brand to provide context to the creator

  • Link to your brand page, so the creator has a better idea of your brand's vibe

  • Links to video references

  • What background you would prefer (e.g indoor, outdoor, plain background, etc.)

  • How you would like to style the creator (e.g. wear a sporty outfit, tie your hair up, wear light makeup, put on a suit, etc)

  • Requests to ask the creator to follow the script word for word

  • Emotions you want your creator to show

  • ... and so much more!

Upload video examples

You can add video examples of content you LIKE and DON'T LIKE πŸš€ This tool can be used to share references with both your Creator and the Billo Motion Graphics team (in case you ordered add-ons 😎)

  1. Right after you create your task, when you see that this is "IN REVIEW" press "EDIT"

  2. Scroll down until you see the "Content Examples" section, after the add-ons.

    πŸ’‘ PRO TIP: This is only visible after you create a task and it's "In Review"

  3. Click "Upload"

  4. Select your file, and wait for the upload to complete, you'll know it's complete once the video thumbnail appears πŸ˜‰

  5. Press SAVE & success! You have uploaded Content Examples πŸ₯³

Need more help? Get in touch with your main contact or email us at [email protected]

For more help, you can check out our Agency Help Center or these guides:


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