How do I use the Virtual Advisor?

Virtual Advisor

The virtual advisor lets you set up responses to common questions. If a contact texts in with a question such as "How do I reply?" you can set up an automated response specific to your institution. 

Notes: 

• The Virtual Advisor only replies to texts that match the question exactly. Otherwise, questions will land in your inbox as usual.
• The Virtual Advisor will wait 10 minutes before replying. You will not be interrupted if you are currently texting your contact.
• The Virtual Advisor will respond to all messages in your account unless you set up a separate Virtual Advisor for each program.

Set Up Your Virtual Advisor

Go to the gear icon at the top right corner and click Settings. 

Next, click Virtual Advisors from the menu at the top. 

Click edit to view the list of standard questions. By default, you are brought to the Answered Questions tab. 

You can filter this list by topic using the dropdown at the top of the screen, search for specific questions using the search bar to the right, and edit/delete answers by using the icons at the end of each question. 

From the Available Questions tab, you can view additional questions that don't have answers programmed in. To activate a question, click on the plus sign, type your response (you can even include emojis) and click Save. Any question left blank will be ignored by the Virtual Advisor, and will not be answered.

When a recognized variant of any activated question is received, the Virtual Advisor will automatically answer with your saved response and the conversation will go to your No Action Needed folder. If a contact texts in and the question is not recognized, that conversation will be in your Action Needed folder.

The Virtual Advisor will only answer a question if a user has not sent that contact a message within the past 10 minutes.