Dossier · 01
Nurseries & early years
Who it is for
Private nurseries and micro-nurseries, drop-in care, workplace nurseries, networks of several sites, childminder houses.
The problem
Families call at the hours the team is with the children. Places, hours, open days and documents to gather are asked dozens of times a week, and every missed call is a family calling the establishment next door.
The agent’s role
Inform families about the educational project, places, hours and documents to gather; organise visits and open days in the director’s real calendar.
What it gets asked
Requests as they actually arrive in that world. Some, the agent refuses to answer alone — that is written below.
- “Do you have a place in September for a nine-month-old?”
- “What are your hours, and your closing weeks?”
- “I would like to visit the nursery — when is that possible?”
- “Which documents make up the enrolment file?”
What the profession layer knows
A real request from this world, read step by step. Advance it to see how far the agent goes.
The vocabulary
Three words this world uses that cannot be read in their everyday sense.
- Pedagogical project
- The nursery’s founding text. It is the only place an answer about how a child is welcomed there may come from.
- Settling-in period
- A child’s gradual arrival. A family using this phrase is asking for a calendar and a rhythm, not for a price.
- Operating rules
- Hours, closures, absences, health: the document that governs daily life, and that settles most of the questions asked at night.
The path a request follows, in your house
- The request almost always arrives outside the hours the team can answer — they are with the children.
- It is recognised for what it is: a place, a visit, a file, or a matter concerning one child.
- What the pedagogical project and the operating rules carry is answered; everything else goes to the director, whole.
- The director opens a list of decisions in the morning, not an inbox to sort.
The documents the answers depend on
- The pedagogical project and the operating rules, filed then approved — answers come from there and from nowhere else.
- The exact list of enrolment documents, so that “what is still missing?” has a correct answer.
The categories your knowledge is filed under
The product’s own categories — 15 in all, the same ones your customer space offers. Your world uses a handful of them; they are what decides which questions are answered and which are passed on. The customer space is in French today.
Reading one request
A Tuesday, 21:40. The office closed four hours ago.
What the visitor writes
“Hello — do you have a place in September for a nine-month-old? And how does settling-in work?”
How far the agent goes
The request has just arrived. Nothing has been read yet.
This rung does not belong to the agent. Passing on a complaint is locked in the product and no autonomy mode lifts it; the rest — a price, a waiver, a commercial gesture — goes through your validation queue.
What the agent understands
- Two requests, not oneA question about a place, and a question about settling-in. The second has a written answer at your house. The first does not.
- “Settling-in” is a trade wordHere it means the child’s gradual arrival, described by the pedagogical project — not a page of terms and conditions.
- A place is not an availabilityGranting a place is an admission decision. No approved source can give it, and the agent does not infer it from a calendar.
- What it actually does
- Settling-in is explained from the approved pedagogical project, and a visit is offered in the director’s real slots.
- What it will not decide
- It announces no place, no price and no waiver — nothing your approved knowledge cannot prove.
- What your team keeps
- The request for a place goes to the director with the whole conversation, the child’s age and the date wanted.
What the profession layer adds
A generic assistant would have replied “yes, do get in touch”. The profession layer knows that “place” and “settling-in” are not answered the same way — and that one of the two is not its to answer.
What you supply
- The pedagogical project, the operating rules and the conditions you give families.
- The calendar of visits and open days, and the diary of whoever receives them.
- The list of enrolment documents, and the name of the person who decides an admission.
What it actually does today
- Answers families on the educational project, places and hours — only from what the establishment has approved.
- Offers real visit or open-day slots in the director’s calendar, and confirms by email in your brand.
- Gathers a complete enrolment request, document by document, and hands it to the direction — never committing the establishment.
What stays human
- Admission and the award of a place: the agent gathers the file, the direction decides.
- Anything concerning one particular child — health, feeding, behaviour, family situation — goes to a person immediately.
- A fee, a waiver, a commitment: prepared if needed, never sent without your validation.
Channels available today
- Governed conversational conciergeAvailable
- Native booking (real calendar)Available
- Maison email confirmationsAvailable
- Voice — spoken conversationAvailable
The establishment’s site (written), voice in the browser, real calendar, email confirmations.
States published by the product itself: “Available” means in service, “On configuration” means activatable, “On proposal” means scoped with you.
How it is configured
Framing, approved knowledge, mode settings, installation on the site — on the standard path.
- The educational project and the operating rules are read, then approved by the direction — that is the only knowledge the agent has.
- The director’s calendar is connected: the visit slots offered are their real free slots.
- The mode is set to manual or semi-automatic, and enrolment is placed behind your validation.
- One installation line goes on the establishment’s site; the confirmation email takes your brand.
- Knowledge
- Educational project, operating rules, conditions communicated by the establishment, visit and open-day calendar.
- Governance
- Manual or semi-automatic: enrolment, and anything concerning a child, goes through your validation.
- Human escalation
- The director is notified; any sensitive situation is passed to a person, never handled alone.
How you start
Send us the educational project, your hours and the name of the person who decides: we answer with a written framing before anything is built.
Commercial mode
Often covered by a standard plan; bespoke if a management software must be integrated.