On Book An Artist, maintaining communication within the platform is crucial for ensuring a seamless and secure experience for both artists and clients. To manage instances where sensitive information is shared, we have implemented a system to handle OTP (Off the Platform) orders. Below are the details on how this system works and what actions you need to take if your order is marked as OTP.
OTP Journey Flow
To help you better understand the OTP process, here’s a visual representation of the OTP journey from the moment the order is marked as OTP to the final review.
This flow chart visually summarizes the steps you need to follow, making it easier to track the order’s status and take appropriate actions.
How OTP and QOTP Orders are Managed
1. Order Marked as OTP
If an artist or client shares sensitive information or a sensitive image in the order conversation, the system automatically marks the order as OTP (Off the Platform).
This status indicates that sensitive information may have been shared outside the platform.
2. Green Clock & Initial OTP Alert (After 1 Hour)
If no conversation resumes on the flagged order within 1 hour, the following alert will appear:
A green clock icon beside the order.
An alert message on the order stating:
"Off-Platform" activity was detected on this chat. Continue chatting here for visibility.
The alert also includes a Learn More button.
When you click Learn More, a pop-up will display:
Reason for Flagging
3. Resuming the Conversation
If the artist and client resume chatting on the order after the green clock appears:
The green clock is automatically removed.
The OTP alert and related notification are cleared from the order.
No further action is required as long as communication continues within the platform.
4. Orange Clock & OTP Alert (After 24 Hours)
If the conversation does not resume within 24 hours after the green clock appears:
The green clock changes to an orange clock.
A new OTP alert appears on the order.
This alert reminds you that if no further action is taken within the next 24 hours, the order will be marked as QOTP (Quite Off the Platform).
Preventing QOTP Status
To prevent the order from being marked as QOTP:
Click the Submit Details button in the OTP alert.
Complete all the required information in the form.
Submit the form for review.
The form submission helps demonstrate that no transaction or communication has moved outside the Book An Artist platform.
System Review
After you submit the form:
The system reviews the information provided.
Based on the review, the order will either:
Continue on the platform, or
Be marked as QOTP (Quite Off the Platform) if the review indicates off-platform activity.
Important Reminders
Resume the conversation: If the conversation resumes after the initial OTP detection, the green clock and alert are automatically removed.
Respond promptly: If you receive the orange clock OTP alert, submit the required details within 24 hours to avoid the order being marked as QOTP.
Complete the form: Ensure all requested information is accurate and complete to avoid delays during the review process.
Stay on the platform: Keep all communication and transactions within Book An Artist to ensure transparency, security, and protection for both artists and buyers.
Need Help?
If you need assistance, contact the support team from your Artist Panel by clicking the Support button.