You asked, we listened!
Direct Query responses are finally here.
You can now reply to your students directly through our chat console. This will reduce your students’ wait times and allows you more control and flexibility over your responses.
No need to delegate back to Purlos’ queue - simply add your response into a pre-approved template and send it straight back to your student.
When will you get a query?
A query comes to you if a student asks a question outside of the chatbot that you designed.
Please follow the guidance below for best practice answering Queries.
If a conversation is marked as 'Not Live', follow the below steps.
Click here for guidance on answering conversations that are marked as 'Live'.
Not Live Conversation
'Not Live' means that the student replied more than 24 hours ago and so the free chat window has closed and you must open it up using a pre-approved template.
Step 1:
Choose your pre-approved opening template by clicking on the grey highlighted box at the bottom of the chat console.
Step 2:
Click on the opening template you want to use and press 'Select' in the bottom right hand corner. The reason you need a template is that a conversation needs to be reopened in WhatsApp after a certain amount of time has passed, and this requires a pre-approved structure. You will be able to add your answer into this template.
Step 3:
Add your answer into the template you selected, which has now pre-populated in the grey box at the bottom of your chat console. You cannot delete any of your chosen template, but your cursor will show you where you can add your answer in. Press the blue 'Send' arrow (highlighted below).
Step 4:
After pressing send, you’ll be able to see the live status of the message you just sent, as it goes from delivered, and hopefully to ‘Read’!
Step 5:
Once you’ve pressed send on your response, make sure that you change the query status from 'New' to ‘Resolved’ and press 'Save'. This way, if another question comes back in, you’ll be notified again that you have a query to respond to.
