For further support, check out our video tutorial here.
Note: this feature was formally known as 'tagging'
What is Conversation Labelling?
Conversation Labelling is a tool that allows you to construct your conversation to an even greater level of detail. Whilst designing a conversation, you have full control of when to add labels, and which labels to use.
Based on the conversation pathway that a student takes, you will be able to choose which risk classification they should be highlighted as. You will also be able to choose at which point in a conversation pathway you would like a query to be automatically raised. These are just a couple of the things that the feature allows you to do!
How do I use Conversation Labelling?
First of all, navigate to the Conversation Designer
Choose which menu option you'd like to add the label to. Then click the 'label' icon to choose which label you'd like to add.
You can now select which label you'd like to add. Labels are categorised into 'query creators' and 'field modifiers'.
You can add as many labels as you like for each response. For example, if a student misses an interview but now wants to reschedule, they can be labelled as 'Medium Risk' and you can also add a 'Reschedule Appointment' label which will automatically raise a query to you. This will update the student's Risk Classification in Purlos, whilst also notifying you that the student would like to reschedule their interview. You will have a plethora of labels to choose from, allowing you to better track and monitor student conversations.
What are the Labelling options?
Firstly, you can change a student's Risk Classification with;
High Risk
Medium Risk
Low Risk
These should be used when the student follows a specific conversation path that suggests they are at risk of dropping out. For example, if a student confirms that your college is their 3rd choice, this would make them at 'High Risk' of not enrolling.
Next, if the student would like to withdraw their application they can be labelled based on their reasoning. If the student is provided with common Withdrawal Reasons, they can be labelled using the following labels;
Reason Travel
Reason Unsuitable Course Timings
Reason Mental Health
Reason Staff Issues
Reason Employment
Reason Course Selection
Reason College Choice
Reason Career Change
It is important to provide the student with options to select from when surveying them. This way, you can tailor the follow on responses and the Withdrawal Reasons can be labelled accurately.
For more guidance on creating and labelling a withdrawn survey, click here.
If you have designed an Interview Reminder campaign but the student can no longer attend, you might want to use the 'Reschedule Appointment' label. This will raise an automatic Query to you so that you can reply to the student.
The 'Struggling student' label should be used if you would like to receive automatic Queries when a student selects a certain pathway e.g. 'I need more support' as an option in a course survey.
'Offer Accepted' and 'Student Dropped Out' labels are also very useful. Using these will result in a Notification being sent to you about the student's decision, that they either would like to accept or withdraw their application, based on the survey you sent.
Why should I use Conversation Labelling?
Conversation Labelling will allow you to automatically label students when they follow a specific conversation path. Depending on the chosen label, you can be notified if the student selects a specific option. This is especially useful for identifying struggling students or students wanting to accept their offer. For example, if a Stress Check campaign is sent and the student states that they are struggling at college, they can be automatically labelled as High Risk. Alternatively, you can automatically raise a query to notify you of any struggling students.
You have full control, you can choose when and how you use the labelling!
This will save you an abundance of time and effort and will guarantee fewer manual queries requiring an individual answer. The small amount of time taken to customise your conversation with labels, will save your team much more time after a campaign has been sent. It's important to add labels, as otherwise you will not be able to report on learners' actions.