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Counselors · School staff

Counselor & Admissions Training

Audience: Admissions counselors, front office
Duration: ~2 hours
Prerequisites: Getting started guide

Learning objectives

  • Manage leads in the pipeline
  • Log calls and use telephony
  • Run automations and follow-ups
  • Use counselor mobile in the field

1. Leads inbox

Route: /school-panel/leads

  • Pipeline board — drag cards between stages (New → Contacted → Visit → Applied → Enrolled).
  • List view — filter by counselor, source, SLA status.
  • Import — /school-panel/leads/import for CSV bulk.

Open a lead → timeline shows every call, note, WhatsApp message, and automation.

2. Following up

On lead detail:

  1. Add a note after every parent conversation.
  2. Schedule next action with due date.
  3. Use click-to-call if telephony is configured.
  4. Check predictive score and next best action suggestions.

Route: /school-panel/calls for call history.

3. Telephony & campaigns

Task Route
Configure teams & IVR /school-panel/telephony-setup
Outbound campaign /school-panel/campaigns
AI voice agents /school-panel/ai-voice

Requires Telephony integration in /school-panel/integrations.

4. Automations

Route: /school-panel/automations

Example: When lead stage → "Visit scheduled", send WhatsApp reminder + assign counselor task.

Review automation runs for failures.

5. Communications hub

Route: /school-panel/communications

Unified view of omnichannel threads. Enable push notifications in your profile for mobile alerts.

6. Convert to student

When admission is confirmed:

  1. Open lead → Convert to Student.
  2. Confirm guardian and class details.
  3. Student appears in ERP /erp/students with link back to lead.

7. Counselor mobile

Route: /school-panel/mobile/home

  • View assigned leads
  • Log quick notes
  • Install PWA from Chrome on your phone

Practice exercise

  1. Move a demo lead through three pipeline stages.
  2. Add two timeline notes with next-action dates.
  3. Trigger a test automation (or review an existing run).
  4. Convert one lead to student and verify in ERP.

FAQ

Lead not visible? — Check campus scope and lead distribution rules in /school-panel/settings/lead-distribution.

Troubleshooting

Telephony click-to-call missing — Install the Telephony integration under /school-panel/integrations and complete /school-panel/telephony-setup.

Automation did not run — Open /school-panel/automations, check the flow is enabled, and review run history for errors.

WhatsApp not sending — Verify the WhatsApp Business integration is connected and templates are approved.

Go deeper: Finance guide (after enrolment) · Integrations