This article covers the Conversations feature in Enrollio's Virtual Assistant Platform. Learn how to manage parent communication across multiple channels, schedule tours, and keep your enrollment pipeline moving.

What's Covered in This Article

  • Conversations Tab Overview
  • Filtering and Organizing Messages
  • Family Information Panel
  • Scheduling Tours Directly from Conversations
  • Supported Communication Channels
  • Outbound Calling
  • Send to Assistant Feature

Conversations Tab Overview

The Conversations tab brings all parent communications into a single, organized view. Your virtual assistants can respond to inquiries from email, text, Facebook, Instagram, Google Business Messages, reviews, and calls — all from one screen.

[SCREENSHOT: Enrollio Virtual Assistant Platform conversations inbox showing multiple conversation threads from different channels]

Filtering Options

Filter messages to prioritize your responses:

  • Status: Read, Unread, or All
  • Priority Level: High Priority First, Low Priority First, Latest First, or Oldest First
  • Location: Filter by specific childcare location
  • Sent to Assistant: View only families routed directly to your virtual assistant

The conversation counter shows total conversations and those needing a response. For example, "30/12" means 30 total conversations with 12 awaiting replies.

Quick Action: Click the close icon to mark all replied conversations as closed in one click.

[SCREENSHOT: Conversation filtering options and priority sorting dropdown]

Family Information Panel

The right side panel provides everything your assistant needs to personalize each conversation and move families through your enrollment process.

Family Tab

Quick access to essential details:

  • Location name and address
  • Current time in the family's time zone
  • Parent contact details
  • Do Not Disturb toggle
  • Tags for organization
  • Active campaigns
  • Enrollment opportunities and pipeline stage
[SCREENSHOT: Family information panel showing parent details, tags, and enrollment opportunity]

General Info

Displays standard parent and family information collected during initial inquiry.

Additional Info

Shows custom fields specific to your enrollment process (child's age, start date preferences, program interests, etc.). Click "Hide Empty Fields" to reduce clutter and focus on available information.

FAQs

Your configured FAQ library appears here for quick reference. Assistants can click the copy icon next to any answer to paste it directly into their response. Use the search function to quickly find relevant FAQs about tuition, hours, curriculum, or policies.

[SCREENSHOT: FAQ panel with search bar and copy-to-clipboard icons]

Appointments

Lists all scheduled tours and meetings for this family. Your assistant can reschedule, cancel, or delete appointments as needed.

Notes

View conversation history and add notes about the family's needs, concerns, or preferences. These notes stay with the family record for future reference.

Tasks

Your assistant can create tasks for your childcare staff directly from conversations. For example: "Follow up on sibling discount question" or "Send sample daily schedule."

Scheduling Tours from Conversations

Book tours without leaving the conversation screen. Your assistant can select the calendar, date, and time slot in real-time as they chat with parents.

[SCREENSHOT: Tour scheduling interface within conversation view showing calendar selection and available time slots]

Available Time Slots

The dropdown shows slots available within your scheduled tour dates. Check "Show all available slots" to see additional openings that may not be visible to parents on your public booking page.

Confirmation Options

  • Confirmed: Automatically confirms the tour
  • New: Books as unconfirmed, requiring follow-up

Team Calendar Scheduling

When using a team calendar, choose round-robin assignment or book with a specific staff member.

Search Available Slots

If a parent gives a broad time range ("any morning next week"), use the appointment search to quickly find and offer multiple options. Click "View more" to see additional openings.

[SCREENSHOT: Appointment search results showing multiple available tour slots]

Ending Conversations

When closing a conversation, assign a disposition to track outcomes:

  • Tour scheduled
  • Not interested
  • Enrolled
  • Waitlist added
  • Follow up needed

Or select "Close without disposition" if categorization isn't needed.

If your disposition requires comments, your assistant must add notes before closing. Any tags configured for that disposition will automatically apply to the family.

[SCREENSHOT: Close conversation modal showing disposition options and required comment field]

Supported Communication Channels

Enrollio's Virtual Assistant Platform handles conversations across seven channels:

  • Text Messages: SMS conversations with parents
  • Email: Email inquiries and follow-ups
  • Google Business Messages: Messages from your Google Business Profile
  • Facebook Messenger: Facebook page messages
  • Instagram: Instagram direct messages
  • Reviews: Respond to online reviews
  • Calls: Inbound call management

All channels appear in the same conversation list, making it easy to prioritize and respond regardless of how parents reach out.

Outbound Calling

If a parent's phone number is on file, your assistant can initiate calls directly from the platform. Click the phone icon next to the parent's name at the top of the conversation.

During active calls, your assistant has options for:

  • Blind Transfer: Transfer directly to your staff
  • Warm Transfer: Introduce the caller before transferring
[SCREENSHOT: Active call interface showing transfer options]

Send to Assistant Feature

By default, families enter the Virtual Assistant Platform when they send an inbound message. The "Send to Assistant" automation action routes families immediately upon entering your system — perfect for high-priority inquiries or VIP leads.

Setting Up Send to Assistant Automation

  1. Go to Settings → Automations
  2. Create or edit an automation
  3. Set your trigger (examples: Form submitted, Call received, Tag added)
  4. Add action: "Send to Virtual Assistant Platform"
  5. Save your automation

When this automation runs, the family immediately appears in your assistant's inbox — even before they send a message.

[SCREENSHOT: Automation builder showing "Send to Virtual Assistant Platform" action]

Identifying Send to Assistant Families

Families routed through the Send to Assistant automation have a special icon in the conversation list. Filter for "Send to Assistant" to view only these priority families and respond the moment they arrive.

[SCREENSHOT: Conversation list with Send to Assistant icon highlighted]

Pro Tip: Use Send to Assistant automation for families who request immediate tour availability, call during business hours, or come from high-value referral sources. This ensures your virtual assistant engages them instantly.

Related Articles

  • Virtual Assistant Platform Introduction
  • Virtual Assistant Settings
  • Virtual Assistant Search Tools
  • Virtual Assistant Dashboard