Playbook
Admissions week: keep the phone free for the questions that need a person.
During admissions, enquiries can multiply and most of them are already answered somewhere in the brochure. The playbook moves those to WhatsApp.
Two weeks before
- Load the new brochure, fee structure, timetable and admission circulars; retire last year’s.
- Test the ten questions the office hears most and fix any document that gives a weak answer.
- Connect the official WhatsApp Business number.
- Put QR codes on the notice board, website, brochure and social media posts.
During admissions week
- Let the assistant answer routine questions on WhatsApp, at any hour, in the student’s language.
- Staff one person on the hand-off queue at peak hours; they see the full chat before replying.
- Take over any conversation that needs judgement, such as a special case or a complaint.
- Upload any new notice the moment it is issued.
Every week
- Review questions the assistant could not answer and add or fix the document.
- Check the busiest hours and staff the hand-off queue for them.
- Look at the category split: admissions, fees, exams, academics.
How to measure it
| Measure | Why |
|---|---|
| Share answered without a person | How much routine load moved off the phone |
| Hand-offs waiting overnight | Whether the office keeps up |
| Unanswered questions by topic | Which document to write next |
| Peak hours | When to staff the queue |
Related: knowledge base checklist.
How CampusDesk does it
CampusDesk is a WhatsApp student-support assistant for colleges, universities and coaching institutes, running on the institution’s own official WhatsApp Business number. Students ask in English, Hindi or their own language, which is detected automatically. CampusDesk answers only from the brochures, fee structures, timetables and circulars the office uploads as PDF, DOCX or text, and every answer cites the document and page. When no passage covers the question, or the student asks for a person, the chat goes to the office queue in full, and staff can take over any conversation from the dashboard. A new circular is learned in minutes and the old version retired. The dashboard shows conversations by category, day and hour, and the questions the documents do not yet answer.
Questions
How can a college handle admission enquiries?
Load current documents into a WhatsApp assistant before admissions open, promote the number with QR codes, staff a hand-off queue at peak hours and fix gaps found in unanswered questions every week.
What should staff do if the chatbot handles routine questions?
Handle the hand-off queue and special cases, take over conversations that need judgement and keep documents current.
See it on your own data. CampusDesk — Every student question, from your own documents. Book a 30-minute working session with an engineer.