Help Desk Settings
Let Emma answer applicants and prospective families on the surfaces you choose. All defaults work with zero configuration.
Enablement
Turn applicant-facing Emma on per surface. Changes apply immediately.
Paste before the closing body tag on any page. The snippet only works while this surface is enabled.
Branding
Auto-detected Custom overrideHow Emma looks on every surface — detected from hillcrest.ac.uk, and yours to override.
Where Emma looks for your logo and brand colour · re-checked weekly
Taken from your site header. Emma re-checks it weekly, so a rebrand carries over on its own.
Drop your logo here, or browse for a file
PNG, SVG, JPG or WebP · at least 128×128 · max 2 MB
logo.png
logo.tiff
A square logo on a transparent background works best in the chat header.
Using the colour detected from your site header
White text is hard to read on this colour
This is what families see today.
Welcome messages
One per surface — each has its own default.
Shown when the widget opens on the applicant portal. Edits apply to that surface immediately.
Shown when the widget opens on your public Applicaa page. Edits apply to that surface immediately.
Shown when the widget opens on your school website. Edits apply to that surface immediately.
Expression-of-interest fields
Seeded from your enquiry form — what Emma asks for when a family leaves their details. Every change applies to all three surfaces immediately.
Emma won't ask for any details
No way to contact the family
| Field | Emma asks for this | Required | Actions |
|---|---|---|---|
| Parent / carer name Short text · from your enquiry form | |||
| Email address Email address · from your enquiry form | |||
| Phone Phone number · from your enquiry form | |||
| Child's name Short text · from your enquiry form | |||
| Expected year of entry Year of entry · from your enquiry form |
Add a field
Something Emma should ask for beyond your enquiry form's fields.
Shown to families word for word, so phrase it as a question's subject.
Help desk
How escalations reach your team. The defaults work as-is — by default, presence on the help desk is availability and there are no office hours to keep up to date.
How many live chats one agent can hold at once before the rest queue.
How long an applicant waits for a person before Emma turns the chat into a ticket.
Outside these hours applicants get a ticket instead of a live chat. Leave the box ticked and nothing needs updating at half-term.
Staff & permissions
Who can take live chats and tickets, and who is emailed when a new ticket arrives.
No one can take live chats
No one is emailed when a ticket arrives
| Staff | Job title | Live chat | Tickets | Receive new ticket via email | Actions |
|---|---|---|---|---|---|
|
JB
J. Barnes You
j.barnes@hillcrest.ac.uk
|
Admissions manager | ||||
|
SW
S. Whitmore
s.whitmore@hillcrest.ac.uk
|
Admissions officer | ||||
|
DH
D. Hughes
d.hughes@hillcrest.ac.uk
|
Admissions support | ||||
|
RP
R. Patel
r.patel@hillcrest.ac.uk
|
Head of sixth form |
Add staff to the help desk
Colleagues with an Applicaa+ account who aren't on the help desk yet.
No staff match that search.
Everyone with an Applicaa+ account is already on the help desk.
You can change any of these per person afterwards.
Emma usage & billing
View billing areaApplicant conversations meter into the school's existing Emma credit pot.
If credits run out mid-period the applicant widget keeps working — usage meters into overage and shows here. Overage so far: £0.