Audience: Front office, PR/admin, class coordinators
Duration: ~1 hour
Prerequisites: Communications playbook · Parents mobile
Learning objectives
- Publish circulars to the parent portal/PWA
- Triage help-desk tickets from parents and staff
- Choose ERP vs CRM for a message
- Email parents using your school's email gateway (BYOK)
1. CRM vs ERP messaging
| Channel | Best for |
|---|---|
CRM /school-panel/communications |
Admissions, leads, pre-enrolment |
ERP /erp/settings/communications |
Fee reminders, enrolled student comms |
ERP /erp/announcements |
School-wide circulars |
Same WhatsApp/SMS/email connectors; institution credentials are shared (Communications playbook).
2. Circulars & announcements
Route: /erp/announcements
- Draft title and body for parents/students.
- Choose classes or whole school.
- Publish — appears on parent mobile home feed.
- Optional: Also email parents when email gateway is configured.
3. Help desk
Route: /erp/communications/help-desk (or Communications → Help desk tab)
- Parent submissions from portal/mobile create tickets here.
- Assign to staff, set status, add internal notes.
- Link ticket to student record when applicable.
4. Notifications center
Route: /erp/notifications
Staff notification preferences and delivery history (push/in-app).
5. Templates (ERP)
Route: /erp/settings/templates
Fee SMS/WhatsApp templates mirror CRM template hub; map DLT/Meta templates per Communications playbook.
Practice exercise
- Publish a test circular to one grade.
- Resolve a sample help-desk ticket end-to-end.
- Confirm parent mobile shows the announcement.
FAQ
Parent did not receive push — Confirm app installed (Mobile guide); check notification permissions.
Wrong audience — Edit scope before publish; use grade/section filters.