Shared support
Triage before handing off to an adviser
Model case studies · example Tygy workflows
A large online school or education network with learner support and multiple programmes.
Help learners without sending them between chats
A learner cannot join a class and contacts support. First-line agents investigate, involve a programme adviser when needed, and share instructions for common situations across the team.
Who this is for
Guidance
Give first-line agents a shared source of answers
Intake rules
Make the first step clear
What Tygy can do
Shared support
Triage before handing off to an adviser
Confirm the programme and problem in the conversation. Tags separate access, scheduling and guidance questions, and an assigned owner continues the work.
- Collect only the information needed to resolve the issue.
- Assign a colleague using the agreed process.
Guidance
Give first-line agents a shared source of answers
Publish instructions for signing in, preparing for class and reaching an adviser. Agents use approved guidance and hand unusual questions to specialists.
- Update guidance when the learning platform changes.
- Separate technical help from academic advice.
Intake rules
Make the first step clear
A scenario can send a greeting or an out-of-hours message under defined conditions. Test the rules on requests from different programmes before enabling them.
- Approve the first message text.
- Check how the team will continue the conversation.
Screenshots show the Tygy interface with demonstration data. Names, conversations and figures are examples.
How the process works
From a request to the next step
A large online school or education network with learner support and multiple programmes.
- Learner
Reports an issue
Says they cannot join a class.
- First line
Clarifies the situation
Checks the programme and follows access guidance.
- Adviser
Joins when needed
Reads the history and clarifies the learning question.
- Support
Confirms the result
Checks the outcome with the learner and records it.
What to measure in a pilot
- Help before class
- Sample requests to check whether learners received help before class started.
- Adviser handoffs
- Review which questions first-line guidance could have resolved.
- Repeat questions
- Collect recurring topics to improve the knowledge base.
Everyday tools
What the team needs
Shared support
Collect only the information needed to resolve the issue.
Guidance
Update guidance when the learning platform changes.
Intake rules
Approve the first message text.
Education networks
Questions and answers
Does Tygy automatically grant course access?
This workflow does not include automatic access management. An employee checks the learning platform and assists the learner in the conversation.
Is this a real customer case study?
This is a model workflow based on Tygy features that you can adapt to your company’s processes.
Where should we start a pilot?
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
Test the process with one request stream
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
14 days free · No credit card required