Where the work gets stuck
Being available does not mean pretending a staff member is awake or promising to resolve every case immediately. A Heyy assistant can handle approved routine information and collect a request for the next shift. State the boundaries and response hours plainly.
What to prepare
- Current public answers
- Opening hours, holiday exceptions, and callback windows
- Rules for urgent requests and times when staff are unavailable
Follow these steps
- Identify the enquiry type before collecting unnecessary details.
- Answer the published question or explain that it needs staff attention.
- Create a follow-up record with the relevant context and a realistic response time.
- Have the next shift check open enquiries before deciding that all requests have been handled.
An example from everyday work
A weekend course enquiry can receive programme information while the admissions office is closed. A disputed invoice should receive a record of the issue and a route to the responsible team, with no invented approval.
When your team should take over
Urgent, sensitive, or case-specific requests need an approved route. Avoid promises that depend on unavailable staff or unconnected systems.
How to check the results
- Correct routine answers outside office hours
- Enquiries passed to the next shift with the necessary details
- Follow-ups completed within the promised time
Your next step
Test a holiday and a weekend as well as an ordinary evening. Opening-hour assumptions are easy to miss in a weekday-only pilot.