Inquiries and communication
How do you track course inquiries?
In Course, an inquiry record brings together the contact details of someone seeking education, the institution associated with the inquiry, its source, and the advisor responsible for it. Tasks, offers, and activity history can also be reviewed from the inquiry details. This keeps the work done before an enrollment decision connected to the same person.
The inquiry status, an interaction that has already taken place, and a task planned for later each record different information. Keep all three up to date without treating one as a substitute for another.
On this page
What do the fields in an inquiry record mean?
When creating or editing an inquiry, check both the person's details and the institution to which the inquiry belongs. Assigning an advisor does not change the institution.
| Field | Purpose in follow-up |
|---|---|
| Source | Identifies the channel through which the inquiry arrived; used to group entries in the source report. |
| Institution | Identifies the education institution associated with the inquiry. |
| Advisor | Shows the user responsible for the inquiry. |
| Status | Shows the inquiry's current stage of evaluation. |
| Tags | Group records using shared labels. |
| Contact details | Keep the person's name, phone number, and additional contacts on the record. |
Follow an inquiry step by step
Find the existing record.
Search for the person in the inquiry list. Narrow the results by source, advisor, status, and date. If the record does not appear, check which filters are active.
Record the outcome of the interaction.
A phone call, an in-person meeting, and a note are different record types. For a phone call, distinguish a successful conversation from an unanswered call. Do not write a conversation that did not happen into the interaction notes.
Plan the next action.
In the inquiry details, set the task type, title, date, and assignee. Setting a date does not complete the task; use the task completion flow after the action has been carried out.
Record the enrollment decision.
Update the inquiry status to reflect the actual outcome. When it needs to become a student record, use the conversion action and check the resulting link to the student record.
Read the interaction history alongside open tasks
An interaction records what has been done; a task records what remains to be done. In the phone interactions screen, completed calls and pending call tasks appear in separate views. An open task past its due date appears as overdue; that does not mean the prospective student gave a negative response.
When completing a task, you can update the interaction outcome, inquiry status, and tags. Whether a follow-up task is required depends on workspace settings. The inquiry's outcome and the presence of another open task can also affect this flow.
What happens when an inquiry becomes a student record?
Conversion links the inquiry to a student record. Contact details, institution, advisor, and tags carry over to that record. Whether open tasks are completed depends on the choice made during conversion. Do not assume that converting the inquiry closes all follow-up work.
The student record, an education sale, a payment plan, and class membership are separate actions. A link to a student record alone does not establish that a fee has been collected or that the student has been placed in a class.
Frequently asked questions
Are an inquiry source and a tag the same thing?
The source identifies where the inquiry came from; a tag identifies the groups to which the record belongs. Use consistent names for the same channel to interpret the source report accurately.
Does an overdue task automatically close an inquiry?
Overdue means the task is still open and its due date has passed. The inquiry's decision status is tracked separately.
Can an inquiry that has become a student record be converted again?
A second student conversion for the same inquiry is blocked. Continue the relevant work through the existing student record link.
Assess how Course fits your institution's workflow
Explore the features described on this page in your account, or discuss your institution's needs with our team.