Where the work gets stuck
An after-hours Heyy setup should leave the next shift with useful information. Set up the routine answers, details to collect, responsible staff member, and expected response time together. Otherwise, staff may need to piece together each conversation before they can help.
What to prepare
- Published answers and office hours
- The details needed for a callback and the staff members responsible
- An agreed morning review routine
Follow these steps
- Answer the initial question from the approved information.
- Collect only the context needed for a requested follow-up.
- Summarise the enquiry, assign it to a staff member, and include the promised response time.
- Ask the person handling morning enquiries to confirm the next action and record the result.
An example from everyday work
Someone asking to view a property should provide the location, property they are interested in, and preferred time for staff to confirm. A course applicant should receive current public information. If they ask for guidance, Heyy should leave a useful record for an adviser.
When your team should take over
Bookings and availability need a verified connection or staff confirmation. A request that the assistant cannot support should have a clear alternative.
How to check the results
- After-hours enquiry records staff can use
- Follow-ups completed within the promised time
- Duplicate questions caused by missing context
Your next step
Review the waiting enquiries after a weekend or holiday. This can reveal requests with no assigned staff member or response times the team cannot meet.