Some of the questions students ask are decisions, and only the instructor can make them.
Where it breaks down:
Extension requests and grade questions reach whoever picks up.
TAs and staff end up making calls that are not theirs to make.
Requests arrive by email, by phone, and after class, with different details each time.
The instructor pieces the story together.
A student who hears nothing back doesn't know whether the request landed.
They ask again, or give up.
We scoped it narrowly: listen, capture, and hand over. The decision stays with the instructor.
- An extension, a grade review, and an integrity matter are judgments, and they belong to the instructor.
- What helps is capturing the request clearly and telling the student it was received.
- A student in a difficult situation should be heard, not handed a form.
The agent had to:
- Never grant, deny, or hint at a decision.
- Capture the student, the course, and what they are asking.
- Confirm in writing that the request was logged.
A RevAIvo Voice agent that routes extension, grade, and integrity questions to the instructor with the context captured.
Never rules
Doesn't grant or deny extensions, discuss individual grades, or comment on academic integrity. It tells the student plainly that the instructor decides.
Request captured
Records who is calling, the course and section, and what they are asking, so the instructor starts with the full picture.
Logged for the instructor
Passes each request to the instructor as a callback request. Where you've set a number, it can connect the caller.
Consent first
The first text carries a confirmation that the request was logged, with office hours, and asks the student to confirm they would like text updates for this course. Later texts go only to students who confirm.
It brings in your instructor when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for the instructor.
- The student asks for an extension. That is most calls on this line.
- The student asks about their grade, or wants one reviewed.
- The student raises an academic integrity matter.
- The student asks for an accommodation. The agent points them to the office you've named.
- The student describes a personal crisis. The agent shares the campus support contacts you've set, and flags it for a person.
- The student asks for a person.
What the call sounds like
Hi, I've been sick all week and I'd like an extension on the paper. Also, I think my last quiz was graded wrong.
I'm sorry you've been unwell. I'm not able to grant extensions or discuss grades, because those are Professor Marlowe's decisions. I can log both requests so they have the details. May I have your name and your section?
Noor Haddad, section 2.
Thank you, Noor. I've noted the paper extension and the quiz question for Professor Marlowe. When we hang up I'll text you the office hours and the contact page. The text will also ask you to confirm you'd like text updates for this course, and I won't send more unless you do.
Sent after the call
Hi Noor, this is the Hartwell College STAT 101 course line. Your requests have been logged for Professor Marlowe. Office hours and contact details: hartwell.example.org/stat101/contact. Tap to confirm you'd like text updates for this course: hartwell.example.org/stat101/texts. To stop texts at any time: hartwell.example.org/stop
Hi Noor, thanks for calling the STAT 101 course line. We've logged your requests for Professor Marlowe. Decisions on extensions and grades are theirs, so watch for their response, or see them in office hours: hartwell.example.org/stat101/contact.
The first text asks the student to confirm they would like text updates for this course. Later texts go only to students who confirm. Messages go out when the call ends, and the wording is illustrative.
What changes for your team
By design, on every call:
In a pilot we measure this with you, on your own calls in RevAIvo Pulse: calls connected, how each call ended, and how many needed a callback.
A student who is heard, a request the instructor can act on, and a decision that stays where it belongs.
The judgment calls kept with the instructor, handed over cleanly.