What is Echo?

Echo + NIAA is an advanced communication tool that enhances student interactions by integrating human-assisted support with automated responses. This combination ensures that every student query receives prompt and personalized attention. With smart labeling and seamless integration, you can optimize resources, improve response efficiency, and enhance student engagement.

By automating repetitive queries with NIAA and allowing manual intervention when needed, Echo + NIAA enables educational institutions to refine their communication strategies while saving time.

Plan & Permissions

To use Echo + NIAA, ensure the following prerequisites:

• Echo must be enabled as an add-on (available for all plans).

• You must have Echo permissions enabled to access the tool.

• Echo must be configured for the account.

• NIAA must be enabled and set up as a communication channel on WhatsApp.

• NIAA triggers must be configured to determine when a conversation requires manual intervention on Echo.

Core Functionalities

Conversation Labeling and Management

• Conversations are categorized into NIAA, Queued, Picked, and Resolved for efficient tracking and prioritization.

Manual Intervention in Automated Conversations

• Counselors can step in to handle queries that require personalized attention beyond automated responses.

Configurable NIAA Trigger Points

• You can define triggers in NIAA to queue conversations in Echo, ensuring timely manual intervention when required.

Template Usage Compliance and Error Prevention

• Prevents sending templates without sufficient credits.

• Blocks usage of canned templates for out-of-session leads, ensuring compliance with WhatsApp session rules.

Comprehensive Tracking and Analytics

• Logs all status transitions, timestamps, and user actions for performance insights and communication optimization.

Multi-WABA Number Support

• Enables counselors to manage conversations across multiple WhatsApp Business (WABA) numbers.

• Facilitates seamless template usage across different numbers.

Customizable Workflow Integration

• Supports standalone Echo usage or integration with NIAA for a streamlined communication experience.

Benefits of the Functionalities

• Efficient Query Management: Automates responses while allowing manual intervention when needed.

• Improved Resource Utilization: Reduces counselor workload by automating repetitive inquiries.

• Enhanced Student Engagement: Ensures quick response times and better communication experience.

• Data-Driven Decision Making: Provides insights through tracking and analytics for performance improvements.

Special Business Use Cases

• Institutions managing large-scale inquiries can automate FAQs while ensuring counselors handle complex queries.

• Admissions teams can optimize resource allocation by letting NIAA handle repetitive tasks and directing critical queries to human agents.

• Multi-campus universities can streamline communication using multiple WABA numbers.

Important Tips

• Ensure the same WABA number is configured for both Echo and NIAA to maintain session continuity.

• For different WABA numbers, configure an intent with a redirection URL to guide students seamlessly between channels.

• Send an automated message via NIAA whenever a conversation is queued on Echo, informing students that their queries are being addressed.

Conclusion

Echo + NIAA is a game-changer for educational institutions, offering a balance between automation and human-assisted support. By optimizing resources, ensuring seamless communication, and improving student experience, you can drive better engagement and enrollment outcomes.