Where the work gets stuck
Automatic first replies should separate general questions from individual cases. Use approved information in Watermelon to answer routine questions, and set clear rules for passing other requests to staff. Check whether the conversation helps the person move forward.
What to prepare
- Routine answer categories
- Required context for staff review
- Staff response hours and the people responsible for complex requests
Follow these steps
- Identify the category and ask a short clarifying question if needed.
- Answer from the current source when the request is routine.
- If the request needs staff help, collect the essential details and pass it to the right person.
- Check whether staff can continue helping without asking the person to repeat the details.
An example from everyday work
An open-day visitor asking about parking needs the published event instructions. A prospective student asking for individual study advice needs an adviser. The first response should recognise that difference.
When your team should take over
Do not confirm a booking, eligibility, or refund based only on general information. Follow the organisation’s approved process for those actions and decisions.
How to check the results
- Time taken to give a useful answer to the person’s question
- Requests needing staff help that are passed to the right team
- Staff follow-ups completed within the stated window
Your next step
Keep examples of a good routine answer, a useful clarifying question, and a successful transfer to staff in your test questions.