Use this guide when a draft looks off, a parent got a bad answer, or StudioBot won’t offer trial times.

If StudioBot gave a wrong answer

If the message hasn’t sent yet (Practice or Needs Review)

  1. Open Conversations → Needs Review
  2. Reject the draft (don’t Approve)
  3. Use Teach StudioBot with the correct fact
  4. Optionally add or fix an FAQ under Knowledge → FAQs
  5. Re-test in Test StudioBot

If the message already went to the parent

  1. Reply yourself in Enrollio CRM Conversations with the correct information
  2. Pause StudioBot for that family if you’re taking over
  3. Teach the correct fact in the dashboard so it doesn’t repeat
  4. If it was a serious error, Pause StudioBot studio-wide until you’ve reviewed Knowledge

If StudioBot won’t book a trial

Check these in order:

  1. Status — Practice drafts only; Paused won’t help parents; Active + Review needs Approve & Send
  2. Trial policy — Setup → Trial Booking must allow booking (not request-only / no trials)
  3. Calendars enabled — the class style the parent wants must be toggled on
  4. Open slots — confirm openings exist in Enrollio CRM calendars for the days they asked for
  5. Contact paused — resume the family if a prior handoff paused them
  6. Knowledge gaps — missing age ranges or class names can block a confident offer

If StudioBot keeps escalating

That’s often correct for pricing, billing, or “talk to a person.” If it’s escalating routine FAQs:

  • Add a clear FAQ or Studio Fact
  • Soften Behavior rules that force handoff too early (carefully)
  • Run Test Lab scenarios for the same question

If sends fail

  1. Find the failed item on Home or Needs Review
  2. Retry once
  3. Confirm the family isn’t opted out (see SMS STOP and opt-out)
  4. Contact Enrollio support if it keeps failing — include studio name, contact, and approximate time

What to send Enrollio support

  • Studio name
  • Approximate time of the conversation
  • Parent/contact name or phone (from CRM)
  • Screenshot of the draft or CRM thread
  • What you expected vs what happened

Related articles