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.
When will you get a query?
A query comes to you if a student asks a question that cannot be handled by the FAQ's that you have provided.
Please follow the guidance below for best practice answering Queries.
If a conversation is marked as 'Live', follow the below steps.
Click here for guidance on answering conversations that are marked as 'Not Live'.
Live Conversation
If a conversation is 'Live'. you do not need to use a WhatsApp approved template to continue the conversation - the student replied less than 24 hours ago and so the free chat window is open.
Step 1:
Type your full answer into the white box at the bottom of the chat console.
Step 2:
There are no template restrictions here, but the SMS limit is 480 characters. If your student is talking via SMS, you will know this from the top of the chat console. Learn more about SMS vs WhatsApp here.
Step 3:
Press the blue send arrow, highlighted below to send your reply.
Step 4:
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. *No need to resolve the conversation if it is already under the resolved list.
