What is Messaging?
Message our Support Team directly in the Arbor MIS or from our Help Centre. It's like sending a WhatsApp message, but for support! Ask questions, report issues, or request troubleshooting.
Our virtual assistant, Arbor Agent, will try and help you first by using our knowledge base and other resources. The Arbor Agent is available 24/7 and is great at advising on common questions and troubleshooting steps.
If Arbor Agent does not solve your query, let them know that you would like to speak to a human by rating your chat or asking to speak to a human after your initial conversation.
Who can use Messaging?
Messaging is available for all school and MAT staff to use 24/7. Parents/Guardians and students can also ask the Arbor Agent a question, but our Support Teams are unable to directly support these users. If a conversation needs to be escalated for Parents/Guardians or Students they will be advised to reach out directly to their school.
Why should I use Messaging over other support channels?
Time: Quickly send your question and get a response faster than email or phone. Messaging allows you to attach files or images for clarification.
Convenience: Messaging can be accessed from anywhere, 24/7, on any device. You don't need to wait on hold or be tied to your computer.
Flexibility: You can easily switch between tasks and return to your conversation later. There's no need to stay on the phone for an extended period.
Perfect for when you are working in a busy school office or classroom and get pulled away from your computer!
How to get started
- Click the speech bubble in your MIS or our Help Centre: Look for the chat bubble icon in the bottom-left corner of your screen.
- Send a Message: Type your question or issue and click "Send".
- Get instant help from Arbor Agent: Our virtual assistant will try to help in the first instance.
- Need to speak to a human? Let Arbor Agent know if they haven't been able to help and you'll be put through to our team (please note that our opening hours are Mon-Fri 8am to 5pm).
- Want to close down the conversation? At the moment, it's not possible to have multiple messages at once. Whenever you have an ongoing message, any further questions you ask will be attached to the same conversation. If we need to take something away to look into further, our team will create a new ticket and close your message so that you can ask any other questions. We recognise that this can sometimes be a little frustrating and we're working with our ticketing provider on a solution.
Quick tips for crafting good questions for Arbor Agent
Use clear and concise questions: The assistant will understand you better if you keep your questions direct and to the point. Make sure to ask one question at a time.
Provide context: If your question is related to a specific issue that you are facing, give the assistant some background information. This will help it understand your request and provide a more relevant response.
Use keywords: Use key terms that relate to your question and incorporate them into your phrasing. This will help the assistant match your question to the best guidance.
Keep it positive: The assistant is here to help! By using a polite and friendly tone, you will encourage a positive interaction.
Example Questions/Interactions
| Poor Questions or Interactions | Good Questions or Interactions |
| Can you fix my marks? | I noticed a mistake in a student's attendance marks for [class name]. Can you help me get this corrected? |
| Seating Plan | Can you please tell me how to create a seating plan in My Classroom for [class name] |
| Number on Roll | How do I find the number of students on roll? |
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