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Navigating the Query Page

Steps to Access and Explore Learner Queries

Written by Carlo Formarejo

  1. Login and Access Queries
    Log in to your account and click “Queries” from the portal tabs.

  2. View Queries
    You’ll be taken to the Query Page, where you can see queries raised directly by learners or generated from labels used in your templates.
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  3. Filter by Status
    Use the dropdown menu in the upper left corner to view your query list. You can filter by Open, Resolved, or In Progress queries.


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  4. Sort or Search Queries
    In your query list, you can:

    1. Sort by Newest to Oldest

    2. Sort by Staff Name or Category

    3. Search for a specific query using the search bar
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  5. View Conversations
    In the middle section of the page, you’ll see the messages or conversations from learners based on the templates or campaigns you’ve sent. Note: You can reply freely within a 24‑hour window from the learner’s last message. If more than 24 hours have passed, you’ll need to use an approved template to send a reply.
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  6. Access Learner Information
    To view learner details, click the arrow on the right side of the chat console.
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  7. Update Query Status Once you’ve replied to a learner’s query, you can mark it as Resolved. If you’re still waiting for a response, mark it as In Progress using the dropdown menu in the upper right corner of the page.


    💡 If you have any questions, please contact our support team.
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