A practical enquiry and student follow-up checklist for Graphy academies
A useful Graphy academy follow-up process starts with one contact record, clear learner context and a named owner for the next action. Use this checklist to connect enquiries, student history, WhatsApp conversations and payment updates without losing track of what needs a human response.
Start with the next action, not another contact list
An academy might receive a course question through a social media form, a phone call and a later WhatsApp conversation. Treat these as events around a person, rather than three unrelated opportunities. The checklist below is a suggested operating process, not a claim that every step is automatically configured in your CRM. Start with one course and agree which records your team needs before connecting more tools.
1. Record where the enquiry came from
Keep the source, received date, course of interest and available contact details. Add a short summary of the question in the person’s own terms. Do not fill gaps with assumptions: a missing phone number is unknown, not an invitation to infer one. Before merging possible duplicates, check the evidence. Shared family numbers and academy email addresses can belong to different learners. Keep corrections traceable so a team member can understand why a record changed.
2. Separate prospects, free learners and paid learners
A prospective learner asking about fees needs different help from an enrolled student asking about access. Before replying, review the relevant course, enrolment status, previous questions and the last promised action. A free-course signup alone does not prove interest in a paid programme. Use learner history as context for a useful conversation, and ask a person to resolve contradictory records rather than letting an automation choose silently.
3. Give each follow-up an owner and a due time
A practical minimum is an owner, next action, due date and current status. For example: the admissions adviser will answer a question about the course schedule tomorrow morning. This is an illustrative task, not a customer case study. Write notes that another staff member can act on. When someone replies, review the next action before sending a scheduled follow-up, so the academy does not continue a conversation the learner has already resolved.
4. Check WhatsApp permission and message outcomes
Confirm the person’s communication preferences through your agreed process before contacting them. WhatsApp’s Business Messaging Policy requires recipient opt-in and requires businesses to honour requests to stop. An approved template does not replace permission. Distinguish a message accepted for sending from one delivered or read; a delivery failure should create a review task, not an unlimited resend loop. Keep a clear path for the learner to reach a person.
5. Treat payment and enrolment updates as separate evidence
A failed payment attempt is a reason to check what happened, not proof that the learner wants another sales message. Verify the latest payment and enrolment state before responding: a later successful attempt may already have resolved the issue. Keep finance questions separate from admissions promises. A new enrolment should move the conversation toward onboarding or support, while unresolved access issues should have an owner who can investigate them.
6. Verify the integration available to your academy
Graphy documents APIs and webhook events, including learner creation, enrolment and transaction updates. Its API access guide lists an Advanced Plan requirement; confirm the current entitlement and available data for your own account with Graphy before promising a connected workflow. Store integration credentials privately. Agree which system owns each field, what happens when an update arrives twice and how staff will notice a connection that has stopped updating.
7. Review a small set of outcomes each week
Count new enquiries, records awaiting a first response, overdue actions, delivery failures and resolved learner questions. Separate a website booking-button click from a completed booking and from an attended demo. Where information is unavailable, show it as unavailable rather than zero. Review a few anonymised examples alongside the totals: the aim is a reliable handoff and an appropriate response, not simply a higher number of outgoing messages.
How CloudFolks CRM fits this checklist
CloudFolks CRM is built for Graphy instructors and connects with Graphy LMS through API integration. Its published features cover student history, enquiry management, WhatsApp conversations and payment/enrolment alerts. The exact setup depends on your academy’s account, data and workflow. CloudFolks is an independent product for Graphy users; this guide does not imply a Graphy partnership or guaranteed business results.
Bring one real workflow to your demo
Choose an anonymised enquiry, list the tools involved and explain where your team currently loses context. Include the exceptions: a shared phone number, a payment retry or a learner who asks to stop follow-ups. Explore CloudFolks CRM and review its features and pricing using the links below, then book a personalised demo from the CRM website.