Education & Training
Example workflow
School Admissions Enquiry
Help families understand the enquiry process and connect them with admissions staff.
- Grade
- Academic year
- Campus
Education & Training · Support
Student Support Helpdesk
Route enrolled-student questions to academic or administrative support.
For education & training teams handling support conversations.
Example workflowWhat this chatbot helps with
- Route enrolled-student questions to academic or administrative support.
- Clarify support topic before the team follows up.
- Organise course reference, issue summary into a readable enquiry brief.
- Explain what happens next and route exceptions to a person.
A conversation with a next step
Illustration only. Questions and replies must be adapted to the business’s approved process.
How the workflow works
- 01
Customer enquiry
Identify support intent and explain the scope.
- 02
Relevant questions
Is your question about classes, access or administration?
- 03
Captured details
Support topic · Course reference · Issue summary
- 04
Next action
Share the request with the responsible team for review and confirmation.
Information captured
Suggested fields to review during configuration. They are not automatically required.
- Support topic
- Course reference
- Issue summary
Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.
Knowledge to provide
- Published programmes and entry information
- Campus hours and enquiry process
- Fee guidance and staff contact routes
- Approved answers to “Is your question about classes, access or administration?” and “Do you have an existing support reference?”
- A named team responsible for student support helpdesk enquiries
Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.
Integrations and limits
Student records and grades require verified access to a student system.
Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.
When staff takes over
Private academic records, wellbeing concerns or unresolved complaints.
Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.
Set up with your team
- Discuss the workflow. Share your support process and review the fields above with WhatsOS.
- Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
- Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
- Test before enabling. Try normal enquiries, missing details, a request for a person and private academic records, wellbeing concerns or unresolved complaints.
- Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.
Questions about student support helpdesk
What does the team need from the first conversation?
Start with support topic and course reference. Collect the other suggested details only if they help the next action. Do you have an existing support reference?
Can it complete this request automatically?
Student records and grades require verified access to a student system. The catalogue is an example, not a claim that the integration is already enabled for your account.
Which situations need a colleague?
Private academic records, wellbeing concerns or unresolved complaints. Agree on the responsible team and response expectations before launch.
Can we change the questions?
Yes. Review these prompts against your education & training process. Is your question about classes, access or administration? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.