Education & coaching
Conversation OS for education and coaching
The week the evening IB batch almost filled without a counsellor noticing.
Harborview Learning does not run a generic lead list. Every WhatsApp is a student with a guardian, a target exam and a seat in a named batch. The conversation operating system is the same as every other workspace. The records on that student are not.
Illustrated walkthrough of the pack — not a named customer case study.
- Firm
- Harborview Learning
- After-school coaching, illustrated walkthrough
- Where
- Lisbon waterfront classrooms + one hybrid evening stream
- Two centres, nine counsellors, ~420 active students
Student file · counselling desk
Maya Chen
Guardian David Chen
Class / grade
11-12
Target exam
IB Diploma
Course
IB Diploma — Higher Maths
Batch
Eve-IB-Mar · 2 seats left
Seats
18
Enrolment
Applied · unpaid
“If I cannot see remaining seats next to the parent’s thread, I over-promise a batch that is already full.”
Tuesday, 18:10. The street door still smells of rain. Parents message between pickup and dinner. Demo class for “IB Diploma — Higher Maths” starts in twenty minutes. Three Applied enrolments have not paid.
Records on the person
Admissions Journey — New enquiry → Counselling → Demo attended → Fee discussion → Enrolled (or Dropped)
Course
IB Diploma — Higher Maths · Exam prep · Hybrid · 14 weeks
Batch
Eve-IB-Mar · Tue/Thu 18:30 · 18 seats, 2 left
Enrolment
Applied · fee unpaid · attached to Maya Chen
Student fields
Guardian, class/grade, target exam, preferred mode
Role the pack adds: Counsellor
The thread
AI answers what the pack knows. A human takes the same conversation when it needs judgement.
David Chen (guardian of Maya)
WhatsApp · same thread
AI
Eve-IB-Mar still has 2 seats. Demo tonight 18:30, classroom or the hybrid link. Reply 1 to hold a seat for the demo.Human
Ana here. Yes — two instalments, second before week 4. I’ll put Maya on Applied and send the fee note on this thread.That day
08:40
Seats before coffee
Overnight WhatsApps are already Students, not a pile of unnamed enquiries. Ana filters grade 11-12 + exam target IB so she does not counsel the foundation batch by mistake.
11:15
Demo invite, then a person
The site chatbot books the demo. The moment the parent asks about instalments, takeover flips to HUMAN. The journey that would have sent a second demo nudge stays quiet on that thread.
16:00
Fee discussion, not a blast
A journey selects Enrolments still Applied after a attended demo. One WhatsApp template, the due date and amount from the enrolment — not a paste into twenty chats.
19:40
The empty chair
Maya’s demo is marked attended. Two other Applied students never arrived. They get the missed-class note tomorrow; they are not left as “new enquiry” forever.
AI, journeys, campaigns
AI chatbot
Harbor desk
Batch seats, demo slots, mode (classroom / online / hybrid). It does not invent counselling advice or discounts.
“Is the March evening IB batch full?” → remaining seats + demo time, then a counsellor if they ask about fees.
Journeys
Demo tomorrow
Enrolment is Applied and demo is within 24 hours
WhatsApp confirm. If they do not reply, SMS the morning of the class.
Fee sitting unpaid
Stage is Fee discussion for 3 days
One reminder on the same thread. Then assign Ana. No third chase if they opted out.
Batch starts Monday
Enrolment is Confirmed, batch start is 2 days away
Schedule + what to bring. Stops if the conversation is in human takeover.
Campaigns & newsletters
Open batches this week
Email newsletter
Guardians who enquired but never booked a demo
Exam-window seats
WhatsApp
Grade 11-12, target exam set, stage Dropped last term
Hybrid evening reminder
SMS
Preferred mode = Either, batch still Upcoming
Unpaid enrolment after a demo — the education analogue of an abandoned cart
What they almost lost
The parent liked the class, the Enrolment is Applied, fee paid is 0. Without a named object, that student disappears into “we’ll follow up”. Harborview keeps them on Fee discussion with the batch still attached.
A 48-hour journey, then a counsellor note. If the batch fills, they are offered the next Upcoming batch — not a ghost seat.
Win-back · then scale
Lost customers, then mid-market
Dropped after last term, or demo no-shows from the previous month
Segment: exam target still IB, grade still 11-12, opted-out excluded. Campaign copy is a new batch start, not “you abandoned us”. Mid-market ops watch demo→enrolled conversion and unpaid Applied ageing — not vanity blast counts.
A small centre fills the last two seats from people they already taught. A growing group uses the same pipeline to see which counsellor’s fee threads stall, and which Dropped students return when a new batch opens.
Small now: One counsellor, two batches, WhatsApp as the front door.
Next: Nine counsellors, assignment by exam target, newsletters for open seats, journeys for no-shows — still one inbox.
The pack installs Course, Batch, Enrolment, student fields, the Counsellor role and demo/fee/batch templates. It does not grade papers or replace a student information system.
Other industries — different days
Retail & e-commerce
Oak & Thread
A Gold shopper’s cart, a store hold, and 6pm expiry.
Automotive
Northline Motors
A Saturday drive board, a no-show, and a service due.
Professional services
Northbridge Advisory
A proposal that aged 11 days and a case on SLA.
Healthcare & clinics
Willow Lane Clinic
A front desk morning, a no-show, no chart in sight.
Hospitality & travel
Crescent House
A quoted stay that never confirmed, and a spa still Requested.
Fitness & wellness
Forge Athletic
A trial that attended, a class with two spots, a membership about to end.
Real estate
Ashford & Grey
A Sunday viewing, feedback on the card, and no offer.
Financial services
Pebble & Co Advisors
Documents pending, a review no-show, income band only.