Helpline SOP

Read this before every shift. The 5 golden rules at the bottom are non-negotiable.

WhatsApp Web cannot pin chats across volunteers. If you finish your shift with an unresolved query, open the Queries tab and log the phone number, summary, and category. The next volunteer or a lead can open it, solve it, then mark it solved (with the solver's name and date/time saved automatically). The dashboard shows live counts of unresolved vs solved.

📋

Before your shift

Check the schedule - confirm your date and shift
Receive WhatsApp access at 11 PM – 12 AM the night before
Browser only - NEVER log in on personal phone (number gets banned)
Read the FAQ page before you start replying
Open this portal and keep the FAQ tab ready

💬

During your shift

Greet and acknowledge every message first
Check if the student has joined the AIS guidance channel. If not, send them the channel link (from Quick Links page)
If unsure - say "Please wait, we'll get back to you" and forward the query to the volunteer WhatsApp group
Never guess. One wrong answer spreads to 10 students.
Log critical or repeated queries in the FAQ page

🌙

After your shift

Brief the incoming volunteer on pending queries
Log any unresolved queries in the Queries tab (with phone + summary)
Post a handover note in the volunteer WhatsApp group
Log out of WhatsApp Web - do NOT stay logged in
Flag any critical unresolved queries to the lead

Priority system

CRITICAL

Escalate to lead immediately (deadline issues, system errors, NIC/passport problems)

URGENT

Answer within 2 hours (document format, specific form field confusion)

NORMAL

Answer within your shift (general questions, eligibility, session links)

5 Golden Rules

1You represent ScholarshipEagle - every message matters
2One wrong answer = 10 confused students
3It is okay not to know - never pretend you do
4Log everything - even questions you already answered
5Support each other - if you know the answer, step in