Guide · By industry
WhatsApp for schools and colleges: enquiries in three languages, tours in the chat
In short
Admissions questions arrive after work and after school, in whichever language the parent writes. Answer the same questions from a prospectus you keep as short pages, in English, Bahasa Malaysia and Chinese, save every enquiry with its programme so a counsellor can follow up, and let families book a campus tour in the chat instead of agreeing a time over a dozen messages.
Reviewed 9 November 2026. Terms used: WhatsApp 24-hour window, Lead scoring, Omnichannel support.
Seven steps for admissions on WhatsApp
For private colleges, international schools and tuition centres.
Give admissions one number
Move enquiries off counsellors’ own phones onto one business number answered from a shared inbox, so the enquiry stays with the college when a counsellor is on leave or leaves.
Write the prospectus as pages
One short page per programme: entry requirements, intake dates, fees and how to apply, plus pages on scholarships, accommodation and transport. Answer from them in the chat, and keep them in sync with the printed prospectus.
Answer in the parent’s language
Ask once which language they prefer, or take it from how they wrote, and keep it for every later chat. Write each page in all three languages rather than translating answers on the fly.
Save the enquiry with its programme
Ask the name, the best number and which programme they’re asking about, and keep it on one record with the chat. Counsellors then follow up the diploma enquiries this week, not every number in the phone.
Three questions before the hand-over What’s your name?
Which programme are you asking about?
[Foundation] [Diploma] [Degree]
Book campus tours in the chat
Offer three or four tour times the admissions team really has free, let the family tap one, and send a written confirmation with the campus address. Remind them the day before and mark who came.
Follow up one family at a time
A follow-up to one enquiry after the 24-hour customer service window has closed must be an approved template on WhatsApp. Keep follow-ups personal, and stop when a parent asks you to.
Send current students to tickets
Enrolled students asking about fees, timetables or certificates are a different queue. Give them a form or an email address that opens a ticket for the right office, so admissions chats stay about admissions.
Common questions
Can we message everyone who enquired about an intake at once?
Not from Axonave. You follow up one family at a time: a normal reply inside WhatsApp’s 24-hour window, and an approved template after it.
Do you connect to our student system?
Not today. Enquiries you already have import from CSV, and a script can open tickets through the API.
Can tours be booked without the AI?
Yes. A Book step works in any flow on every plan, and tours can be in person or online.
See it working with your own customers.
We reply within one business day by email or WhatsApp.