Some of the highest-stakes questions an applicant has end up at a desk that cannot answer them.
Where it breaks down:
Financial aid and visa questions arrive in the admissions queue.
Staff pass callers along, or guess.
Callers are sent between offices.
They repeat their situation every time, and some give up.
A wrong answer about aid or immigration can change a family's plans.
These are not questions for the wrong office, or for an automated agent.
We scoped it narrowly: listen, capture, and route. Nothing more.
- What the caller needs is the right office, not an answer from admissions.
- Aid eligibility, award amounts, and visa or immigration questions belong to the offices responsible for them.
- A caller who has to repeat everything has been routed badly.
The agent had to:
- Never give aid, scholarship, or visa advice.
- Capture who is calling and what they need.
- Get the caller to the right office, and say so in writing.
A RevAIvo Voice agent that routes financial aid and visa questions to the right office with the context captured.
Never answers
Does not discuss eligibility, award amounts, scholarships, or visa and immigration questions. It tells the caller plainly who can.
Context captured
Records the caller's name, contact details, whether they are an applicant or a parent, and what they need, so the office starts with context.
Routed to the right office
Logs a callback request for financial aid or international student services. Where you have set a number, it can connect the caller.
Consent first
The first text carries the right office's contact details and asks the caller to confirm they would like text updates. Later texts go only to those who confirm.
It brings in your team when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for your counselors.
- The caller asks about aid eligibility, award amounts, or scholarships. That is every call on this line.
- The caller asks about a visa, immigration status, or proof of funds.
- The caller says a deadline is at risk because of an aid or visa question.
- The caller asks for a person.
What the call sounds like
Hi, I'm an international applicant. Do I need to show proof of funds for my visa, and are there scholarships for international students?
Those are questions our financial aid office and our international student services office handle, and I'm not able to answer them myself. I can ask both to follow up with you. May I take your name and the best number?
Amara Okafor, 555-0161.
Thanks, Amara. Is there anything in particular you'd like them to know, such as the intake you're applying for?
Fall intake.
I've noted that. I'll log a callback request for both offices. When we hang up I'll text you their contact details, and the text will ask you to confirm you'd like text updates from us. I won't send more unless you do.
Sent after the call
Hi Amara, this is Westbrook Admissions. These offices can answer your questions: Financial Aid at 555-0142 and International Student Services at 555-0143, or see westbrook.example.org/offices. Tap to confirm you'd like text updates from us: westbrook.example.org/texts. To stop texts at any time: westbrook.example.org/stop
Hi Amara, thanks for calling Westbrook Admissions. We've asked Financial Aid and International Student Services to follow up with you. You can also reach them directly: westbrook.example.org/offices.
The first text asks the person to confirm they would like text updates. Later texts go only to those who confirm, and a parent confirms for themselves. 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 caller with an aid or visa question who reaches the right office with their question already captured, and who knows it did.
The riskiest questions kept away from the wrong desk, and handed over cleanly.