Lead Scoring & Counselor Assignment

Overview

The HUPH system automatically:

Groups leads into clusters (colleges) based on the program of interest
Scores lead interest (hot/warm/cold) using AI
Assigns leads to counselors via round-robin within each cluster

Counselors act as lead owners — this does not mean they immediately take over the chat. The AI bot continues answering student questions 24/7. Counselors monitor and decide when personal intervention is needed.

1. Cluster Assignment

How Leads Enter a Cluster

When a student mentions a study program in WhatsApp chat, the system automatically matches it to one of 5 clusters:

Cluster	College	Programs
CASS	Art and Social Sciences	Architecture, Interior Design, Visual Communication Design, International Relations, Law, Communication, Criminology, Music
CBT	Business and Technology	Accounting, Informatics, Management, Hospitality & Tourism, Information Systems, Electrical Engineering, Industrial Engineering
CHS	Health Sciences	Biotechnology, Pharmacy, Medicine, Food Technology
CIST	Integrated Science and Technology	Physics, Mathematics, Civil Engineering
CNE	Nursing and Education	Nursing, English Education, Primary Education, Psychology

When Clusters Can Change

A lead can switch clusters automatically if:

Lead status is still New or Incomplete
Owner source is still program_match (automatic)
Student mentions a program in a different cluster

When Clusters Are Locked

Clusters cannot auto-switch when:

Condition	Reason
Counselor already contacted (status = Contacted)	Counselor has invested time
Student is qualified (has email)	Complete data captured
Student is enrolled	Process continues
Student clicked "Register Now" (register_intent)	Already committed
Admin manually reassigned	Final override

Counselors Get Notified

When a lead switches clusters, the previous counselor receives a notification: "Lead Fariz moved from CBT to CHS". The lead automatically appears in the new cluster counselor's list.

2. Lead Scoring

Score Labels

Each lead is scored by AI based on the conversation:

Label	Score	Meaning	Example Signals
🔥 Hot	80-100	Very interested, ready to register	Shared personal data, asked to be contacted, asked about test schedules
🟡 Warm	40-79	Interested but not committed	Asked about costs, scholarships, compared programs
⚪ Cold	0-39	Just browsing	General info, short session, no follow-up

When Scores Update

Scores are updated at conversation milestones (not every message):

Message 3 — first scoring
Message 5 — second scoring
Message 7 — third scoring
Every 5 messages after — messages 12, 17, 22, etc.

Scores Are Not Real-Time Per Message

Between milestones, the score stays the same. This is intentional to balance accuracy with efficiency.

Impact of Score on Follow-Up

Lead score directly affects how the follow-up system treats each lead:

Label	Follow-Up Behavior
Hot	Follow-up otomatis dilewati — counselor yang menangani langsung
Warm	Dapat 3x follow-up (hari ke-1, 3, 7) dengan konten bernilai
Cold	Dapat max 2x follow-up (hari ke-1, 3), lalu berhenti
Unscored	Dapat 1x follow-up saja, menunggu scoring selesai

Leads yang idle lebih dari 30 hari otomatis tidak mendapat follow-up lagi.

Dashboard Display

On the Leads page, each card shows:

Text Only

[New] [CBT] [Warm 55] [Counselor B]    10 Apr
Fariz                                   7 messages
📱 6287828002900
🎓 Informatika

3. Counselor Assignment

Auto-Assignment

When a new lead enters a cluster, the system automatically assigns it to a counselor using round-robin:

Text Only

New lead enters CBT cluster:
  → Counselor A: last assigned at 09:00
  → Counselor B: last assigned at 09:15
  → Counselor C: last assigned at 08:30 ← longest wait
  → Auto-assign to Counselor C

Rules: - Counselor with the oldest last assignment = next in line - Inactive counselors are skipped - If no active counselors exist, admin gets notified

Assignment ≠ Takeover

Important

Being assigned to a counselor does NOT mean the counselor takes over the chat. The AI bot keeps responding.

Roles:

	AI Bot	Counselor
When active	24/7, every message	When deciding to intervene
Job	Answer FAQs, collect data	Monitor, personal touch, follow-up
Decision	Automatic	Counselor chooses when to jump in

When to intervene: - Lead marked Hot (score ≥ 80) — automatic notification - Student requests human — bot auto-escalates - Student complains — bot auto-escalates - Counselor feels personal touch is needed

"My Leads" Dashboard

On the counselor dashboard, the My Leads widget shows three groups:

Group	Artinya	Yang Perlu Dilakukan
Bot sedang handle	Bot masih merespons, counselor cukup pantau	Pantau saja — intervensi jika perlu
Saya handle	Counselor sudah mengambil alih chat (escalated)	Balas pesan student, follow-up personal
Menunggu reply	Student belum membalas pesan terakhir	Tunggu atau kirim follow-up manual

Total lead count ditampilkan di header widget. Klik setiap group untuk melihat daftar lead yang bersangkutan.

Action Queue Dashboard

Di bawah My Leads, counselor melihat Action Queue — 4 item tindakan hari ini:

Card	Artinya	Aksi
Lead baru	Lead yang baru masuk ke cluster kamu	Review dan pantau
Escalation	Percakapan yang perlu ditangani manusia	Balas segera
Follow-up due	Follow-up terjadwal yang menunggu dikirim	Sistem kirim otomatis, pantau hasilnya
Stuck >24h	Percakapan idle >24 jam, pesan terakhir dari user	Pertimbangkan untuk follow-up manual

Semua card bisa diklik untuk langsung ke halaman yang relevan.

Scoreboard

Di bawah Action Queue, counselor melihat Scoreboard 7 hari terakhir:

Leads: jumlah lead baru minggu ini
Qualified: lead yang sudah lengkap datanya
Conv rate: persentase konversi (qualified / total)
Avg respon: rata-rata waktu respons (menit)
Trend chart: grafik harian jumlah lead baru

Manual Reassign & Release

On the lead detail page:

Reassign — move to another counselor in the same cluster
Release — remove assignment, lead returns to unassigned pool

Admin/Marketing Admin can reassign across clusters.

Workload Dashboard (Admin Only)

Admins can see workload distribution per counselor:

Text Only

CBT Cluster
  Counselor A    ████████░░  8 leads
  Counselor B    ██████░░░░  6 leads
  Counselor C    ████░░░░░░  4 leads

4. Complete Flow: From Chat to Follow-Up

Text Only

Student sends WhatsApp: "I'm interested in informatics"
  │
  ├─ Bot responds (24/7, instant)
  │
  ├─ Lead enters CBT cluster (automatic)
  │
  ├─ Auto-assign to Counselor B (round-robin)
  │   → Counselor B gets notification
  │
  ├─ Scoring at message 3: "Warm 55" (first scoring)
  │   → Badge appears on dashboard
  │
  ├─ Student continues chatting → bot keeps responding
  │
  ├─ Student provides email → status becomes Qualified
  │   → Cluster locked (no more auto-flip)
  │
  ├─ Scoring at message 7: "Hot 85"
  │   → Notification to Counselor B: "Hot lead!"
  │   → Counselor B decides: take over or let bot continue
  │
  ├─ If no reply after 24h → follow-up otomatis dikirim
  │   → "Halo Fariz, ada yang bisa kami bantu tentang Informatika?"
  │
  └─ Counselor B follows up by phone
      → Marks as Contacted

5. FAQ

Q: Why didn't my lead switch clusters after the student mentioned a different program? A: The lead is likely locked. Check the status — if it's Contacted, Qualified, or Enrolled, the cluster won't auto-switch. Use manual Reassign on the lead detail page.

Q: Why isn't the score changing after the student sends a message? A: Scoring only updates at milestones (messages 3, 7, 12, 17...). Between milestones, the score stays the same.

Q: Can I reassign a lead to a counselor in a different cluster? A: Counselors can only reassign within their cluster. Admin/Marketing Admin can reassign across clusters.

Q: What happens when a counselor is deactivated? A: New leads skip inactive counselors. Already-assigned leads stay assigned — admin must manually reassign.

Q: A student mentions a program not in the list (e.g., "Product Design"). What happens? A: The lead is created but without a cluster. It appears as "unassigned" on the dashboard. Admin can manually assign to the appropriate cluster.