Introduction
Echo + NIAA offers an advanced communication tool designed to simplify interactions between educational institutions and students by combining human-assisted support with automated responses, ensuring every student query gets prompt, personalized attention. With its smart labeling system and flexible integration, Echo + NIAA fits seamlessly into the existing setup. Institutions can now let NIAA handle student queries with automated responses and decide when human intervention is needed, optimizing their resources and saving time. This innovative feature allows NIAA to handle repetitive queries, freeing counselors to focus on more critical tasks. Additionally, they can optimize their communication strategies, improve student satisfaction, and manage resources more efficiently. Echo + NIAA is your key to better student engagement in today’s dynamic admissions landscape.
Prerequisites
- The account must have enabled Echo as an add-on which is available for all plans.
- Users should have the permission to access Echo.
- Echo is configured for the account.
- NIAA is enabled for the account and configured on WhatsApp as a channel.
- NIAA triggers must be set up to decide if a conversation needs to get queued on Echo for manual intervention.
Key Features
- Conversation Labeling and Management - Conversations are labeled into NIAA, Queued, Picked, and Resolved which allows for organized management and prioritization of student queries, ensuring efficient and effective responses.
- Manual Intervention in Automated Conversations - Counselors can manually intervene in NIAA and Queued conversations to enable personalized assistance when automated responses are insufficient, enhancing the quality of support.
- Configurable NIAA Trigger Points - Users can set trigger points in NIAA to queue conversations in Echo which provides flexibility in managing when a conversation requires human intervention, ensuring timely support.
- Template Usage Compliance and Error Prevention- Users receive error messages when attempting to send templates without sufficient credits or using canned templates for out-of-session leads preventing misuse of templates and ensures compliance with session rules, maintaining system integrity.
- Comprehensive Tracking and Analytics - The system logs all status transitions, timestamps, and user actions to provide valuable insights for optimizing communication strategies and improving support services.
- Multi-WABA Number Support - Counselors can switch between multiple WABA numbers to respond to conversations and Increases flexibility in managing conversations and allows for the use of approved templates across different numbers.
- Customizable Workflow Integration - The system adapts to unique setups, whether using Echo alone or in combination with NIAA ensuring a smooth transition and consistent user experience across different communication channels.
Important Tips
- Ensure the same WABA number is configured for both Echo and NIAA to prevent out-of-session conversations on Echo and maintain a consistent communication channel for students.
- When using different WABA numbers for NIAA and Echo, set up an intent with a redirection URL to guide students from one number to the other, ensuring seamless interaction.
- Send a default message via NIAA whenever a conversation is queued on Echo. This informs students that their queries have been received and will be addressed soon, enhancing engagement and satisfaction.
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