StudioBot is designed to escalate — not to argue about money, calm an upset parent, or guess. Handoff settings control when staff take over. Pause controls stop StudioBot studio-wide or for one family.

When StudioBot hands off

Typical triggers (confirm on your Human Handoff page):

  • Tuition, pricing, billing, refunds
  • Cancellations and membership changes
  • Parent asks for a person
  • Frustrated or sensitive messages
  • Missing knowledge (better to escalate than invent)

What happens on handoff:

  1. Parent is told someone on your team will follow up
  2. StudioBot can pause itself for that contact
  3. Your team gets a notification (Slack and/or CRM tags), based on setup
  4. Staff continue in Enrollio CRM Conversations

Configure Human Handoff

Path: StudioBot Setup → Human Handoff

  1. Review the situations that should always go to humans
  2. Enable the alerts your team actually watches
  3. Decide whether handoff should pause StudioBot for that family (recommended)
  4. Leave Advanced CRM tag / webhook options unless Enrollio support asks you to change them

Pause StudioBot everywhere

Use studio-wide pause when no families should get bot replies:

  1. Click Pause StudioBot from the status area (or Status setup)
  2. Confirm
  3. Status becomes Paused
  4. Click Resume when you’re ready — prior sending settings are restored

Pause or resume one family

From Needs Review or conversation views:

  1. Open the family / contact
  2. Pause StudioBot for that contact if staff are taking over
  3. Resume when the human conversation is done and the bot may help again

You generally cannot Approve & Send a draft to a paused contact until you resume them (or you reply manually in Enrollio CRM).

Jumping into a conversation yourself

In Enrollio CRM Conversations, reply as staff anytime. Once a human owns the thread, keep using CRM for that discussion. Use contact pause if you want to make sure StudioBot stays quiet for that family.

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