How ABC Horizon answers student enquiries on WhatsApp, Messenger and Instagram
ABC Horizon helps students study in Türkiye and the UK. Every day, prospective students ask about majors, course plans and fees across several messaging apps. This is how our team handles those conversations in one place.
The challenge
Before using one shared inbox, our messages were spread across apps and phones:
- Enquiries arrived on WhatsApp, Facebook Messenger and Instagram, each in a different app.
- Many questions repeated every day: which majors are available, what the course plan looks like, how much it costs.
- Answering late at night or on busy days meant students waited, and some conversations were lost.
- It was hard to see who on the team had already replied to a student.
What we use
We run our student conversations on ITC-CRM, a customer-messaging platform:
WhatsApp (on our own linked number), Messenger and Instagram messages arrive in one inbox for the whole team.
Common questions are answered automatically from the notes and information we wrote ourselves.
Course plans and fee sheets are saved as images, and the auto-reply sends the right file when a student asks for it.
We can turn the auto-reply on or off for each channel, and a team member can take over any conversation.
How a typical enquiry flows
- A student sends a message on WhatsApp, Messenger or Instagram.
- The auto-reply answers general questions and sends the matching course plan or fee sheet.
- When the student needs personal advice, an advisor from our team continues the conversation in the same inbox.
- The whole history stays in one place, so any advisor can pick it up later.
What changed for us
- Students get an answer to common questions at any hour.
- Our advisors spend their time on real counselling instead of repeating the same information.
- All conversations from three apps are visible to the team in one place.
