Inquiries and communication
How do you hand over an inquiry to another advisor in Course?
The advisor assigned to a Course inquiry can be changed on the record. Tasks linked to that inquiry have their own assignees. Because these assignments are separate, changing the inquiry's advisor does not, by itself, transfer every open task to the new user.
To complete a handover, change the advisor on the inquiry, decide who will handle the open work, and check that the new advisor can access the existing records. You do not need to rewrite the communication history or create a second inquiry.
On this page
Where is each piece of handover information recorded?
Whether these fields should show the same person depends on how your institution divides the work. If different people appear, establish who is responsible for each activity before treating the difference as an error.
| Information | Where to check it |
|---|---|
| Inquiry advisor | The inquiry's editable fields. |
| Open task assignee | The assignee field on the relevant task. |
| Earlier communication | Inquiry notes, interactions, and activity history. |
| Offer | The offer linked to the inquiry and its owner information. |
| WhatsApp conversation | The conversation advisor in the inbox. |
| Permission to view data | The user's role and data access scope. |
Hand over the inquiry with a clear review
Read the current record.
Review the inquiry's current decision stage, open tasks, recent interactions, and current offers. Include only information you can verify from the records in the handover note.
Update the advisor field.
Edit the inquiry and select the new advisor. When saving, also check that the person's details, institution, source, tags, and contact fields remain correct.
Review task assignees.
For open tasks the new advisor will handle, change the assignee on each relevant task. Reassignment alone is no reason to change a task's due date or completion status.
Check the related communication record.
If the inquiry is linked to a WhatsApp conversation, review the conversation's advisor separately. Confirm that the new user can open the inquiry and the necessary linked records with their own permissions.
What factual details belong in a handover note?
Explain the current status of the course inquiry, where to find any offer already made, and what work remains. If you have not received an answer, state that it is still unknown. Do not add a decision the prospective student has not made or payment terms that have not been shared.
Do not complete previous tasks merely because a new advisor has been assigned. Work that has not been done should remain open; work that has been done should have its actual outcome in its completion record. This keeps a change of responsibility from appearing to be proof that the work took place.
Does changing the advisor change institution access?
The assigned advisor, the institution, and the scope of data access are distinct. Assigning a user as the inquiry's advisor should not be treated as expanding the actions allowed by that user's role. If the institution needs to change, assess that separately.
If the record is not visible after the handover, first check the active filters and selected institution. Then review the user's role and data access scope. Define the appropriate scope instead of giving access to every institution when that is unnecessary for viewing the record.
Frequently asked questions
Do I need to create a new inquiry for the handover?
No. You can edit the advisor on the existing inquiry. A new inquiry could split the interaction and task history across two records.
Does changing the advisor complete a task?
No. Assignment, due date, and completion status are separate pieces of information. Complete a task only when the work has actually been done.
Does the WhatsApp conversation advisor change automatically too?
The conversation advisor is stored on a separate record. Check the assignment in the inbox instead of assuming that changing the inquiry also changes the conversation.
See 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.