Key points
While you teach, an assistant can reply with answers you have approved: subjects and levels, class days, location and how to ask for a trial class. It collects a few details, such as the child’s level and a preferred day, then stops. Places, package fees, timetable changes and anything about one child wait for you or the teacher after class. The assistant records a trial or enrolment request; the centre confirms it.
Parents message while you teach, and most questions repeat.
Parents message when they have a moment: after work, from the school gate, in the weeks before exams. For a tuition centre, that is often exactly when the owner and every teacher are in class.
Most questions are short and repeat every term. You can’t stop a class to reply, so each message waits until the last lesson ends.
- “Do you teach Science for Standard 5?”
- “Which day is the Form 3 Maths class?”
- “How much is it a month for two subjects?”
- “Can my daughter try one class first?”
- “Is there still a place in the Saturday class?”
- “His test marks dropped. How is he doing in class?”
Fixed facts get an approved answer; changing facts go to a person.
Before the assistant replies to anyone, sort parents’ questions with your teachers into three piles: answer, collect, hand over. Write the approved answers in each language your parents use.
The test is simple. If the answer is the same for every parent this term, approve it. If it depends on today’s class list, on money or on one child, a person answers.
Some questions fit either pile. “Who teaches Form 4 Maths?” is a fixed fact only if the teacher is set for the term. A published standard fee can be approved; a package price, a sibling discount or a fee for joining mid-term is a quote.
Swipe sideways to see all columns.
| Parent asks about | Examples | What the assistant does |
|---|---|---|
| Fixed facts | Subjects and levels, class days this term, address and parking, how to ask for a trial class | Answers from your approved list |
| Changing facts | Places left, package fees, timetable changes, holiday and replacement classes | Collects the details; the centre confirms |
| One child | Progress, marks, behaviour, attendance, special needs | Hands over with the reason; the teacher replies |
| Complaints and money | Complaints, refunds, fee disputes, discount requests | Hands over with the reason; the owner replies |
The assistant takes down the request; the centre confirms the place.
A trial or enrolment request needs only a few details: the child’s standard or form, the subject, a preferred day, the branch if you have several, and the parent’s name. Ask for one or two at a time.
Ask only for what the next step needs: no IC number, report card or home address in the chat. If registration needs more, a person asks later.
The assistant records the request; it does not confirm a place or a date. Native booking is not included, so the centre checks the class list and replies. This is an illustration, not a real conversation.
Hi, do you have Maths for Standard 5? Can my daughter try one class first? Saturday if possible.
Hi, thanks for asking. We teach Standard 5 Maths, and the centre confirms trial classes. May I have your name, and does morning or afternoon suit her better?
Mrs Lim. Morning, please.
Thank you, Mrs Lim. I’ve noted a trial class request: Standard 5 Maths, Saturday morning. The centre will reply to confirm the date and whether there is a place.
Anything about one child, a complaint or a refund stops for a person.
Some messages should never get an automatic answer. A question about a child’s marks, behaviour or progress needs the teacher who knows that child. So does anything about special needs, health or family matters.
When one arrives, the assistant should say a person will reply and hand the conversation over with the reason. It should not explain, argue or promise. It should never guess whether a child has arrived or left; a person checks.
No reply should promise grades or results, even as encouragement. That includes friendly lines such as “don’t worry, she will surely score an A”.
- A child’s progress, marks, homework or behaviour
- Whether a child has arrived, left or been picked up
- Special needs, health or family matters
- Complaints about a teacher, a class or another student
- Refunds, fee disputes and discounts not on your approved list
- Requests to change class or teacher, or to speak to a person
After class, reply from one short note per parent, not a long chat.
A useful handover note says who asked, the child’s level and subject, what was already answered and what is still open. For the illustration above: “Mrs Lim: Standard 5 Maths, trial class, Saturday morning; place and date not confirmed.” Name one person to read these notes after the last class.
On Claw Chat (RM399 a month for one brand), the assistant replies from the answers you approve, collects the details and hands judgement calls to your team with the reason. Quotes, complaints and exceptions always go to a person. Conversations sit in a team inbox.
Keep every reply polite and plain: the answer first, then the next step. Don’t use exam dates or “only a few places left” to rush a parent. The approved answers set the tone, so read them all once before they go live.
This week: sort one week of messages and write the stop list.
Start with real messages, not a blank page. Last week’s parent chats show which questions repeat and which need a person.
Keep the first version small. Add more questions once the first set works well.
- Collect one week of parent messages and remove names and numbers.
- Write approved answers for subjects, levels, class days, location, parking and trial requests.
- List the changing facts a person confirms: places, package fees, timetable changes, holiday and replacement classes.
- Pick the few details a trial or enrolment request needs.
- Write the stop list, and name who reads the handover notes after class.
- Message +60 11-7238 8954 on WhatsApp for a free scope check.
Questions
Can the assistant tell a parent whether a class still has a place?
It shouldn’t confirm that itself. Places change during the term, so it notes the class and preferred day, and a person checks the class list and replies.
Can it answer questions about fees?
It can repeat a standard fee you have approved in writing. A package price, a sibling discount or a fee for joining mid-term is a quote, and a person gives it.
Can it enrol a student or book a trial class?
No. It records the request, and the centre confirms the place and date. Native booking is not included.
What if a parent asks how their child is doing?
The assistant should not answer. It tells the parent the teacher will reply and hands the conversation over with the reason. Progress, marks and behaviour stay with the teacher who knows the child.
Can it reply to parents in English, Chinese and Malay?
Languages are part of your order. Tell us which ones your parents use, and we confirm them with the channels, business information and workflows.
How much does it cost?
Claw Chat is RM399 a month for one brand, on one channel you choose: WhatsApp, Telegram or WeCom. Messaging platform fees, such as for the WhatsApp Business Platform, are billed at cost. We clarify any fees before you start.