This article provides email, phone, and voicemail script templates for staff conducting follow-up outreach to students who have interacted with Roary, Mizzou's AI chatbot. These templates are designed to make outreach efficient, consistent, and student-friendly, while reinforcing Roary's role as part of Mizzou's broader student success network.
Roary identifies students who may need additional information, support, or clarification after responding to one of Roary's messages. Using these outreach scripts helps staff bridge the gap between automated engagement and personal connection, offering a human touch that builds trust and encourages students to take action.
The article is divided into two parts - the initial email outreach and follow-up via phone. It is recommended that staff reach out first via email and then via phone. This strategy was used in the Office of Financial Success and they reported that the initial email provided information and prepared students for a phone call, which seemed to increase the student response rate to the phone call.
Initial Outreach Email
Good morning,
I’m [NAME], [TITLE/ROLE] and human helper behind Roary. I’m checking in because you recently responded to Roary via text message and reported that you have some financial concerns.
We want to help you to resolve your concerns as soon as possible, so [NAME/ROLE] will reach out by phone within the next few days to answer questions you have, help to identify your best next steps, and connect you to campus resources that might be helpful. The call will come from a number beginning with 573-882-XXXX. This email is simply to let you know to expect that call soon. Feel free to reply if you have any questions in the meantime.
You can also schedule a meeting now with [NAME/TITLE] via MU Connect (include link).
If you have an immediate need for assistance, I encourage you to visit the following resources.
- Tiger Pantry: The Tiger Pantry supports Tigers facing food insecurity to secure groceries and household essentials. Once a month, individuals utilizing Tiger Pantry can receive non-perishable food, toiletries, household essentials, and personal hygiene products. The quantity of items received is based on household size. Each week, individuals can also receive one dozen eggs, one loaf of wheat or white bread, one frozen meal or choice of meat, and a selection of fruits and vegetables. Additionally, Tiger Pantry’s Emergency Food Packs are available at select locations around campus to support students in immediate need of food assistance. Visit the Tiger Pantry website to learn how to sign up to use Tiger Pantry or find the nearest emergency food pack location.
- MU Care Team: Care coordinators provide resources and information to help you navigate university systems and policies while prioritizing your well-being and academic success. Challenges that care coordinators assist with include but are not limited to the subjects below. If you would like assistance with any of these or similar challenges, please email careteam@missouri.edu or call 573-882-5543.
- Problems in daily functioning (e.g., missing class, social isolation, erratic behavior, marked decline in academic performance)
- Mental health
- Physical health/medical concern
- Loss of family members or friends
- Adjustment concerns (e.g., social issues, relationship, or family concerns)
- Alcohol or other drug concerns
- Housing and/or food insecurity
- Other concerns about well-being (e.g., financial challenges, interpersonal conflicts, etc.
Sincerely,
Staff member name and office
Phone Follow-Up
Phone Script
Hello, I’m _______, a [TITLE] at Mizzou. Am I speaking with ______? (If unsure about pronunciation, ask.) Am I pronouncing your name correctly?
I’m calling because you recently answered a check-in survey and shared that you may have some [TOPIC] concerns. Do you have a few minutes to share a bit about your situation so I can help you figure out the best next steps?
Would you like to set up a meeting with me or another [TITLE]? We meet with students 1-1 for [TOPIC] questions and for help with budget creation.
NOTE: Use MU Connect to schedule this appointment for them before you hang up.
CLOSING: This is important. If they shared any personal information with you, acknowledge that it may have been hard by saying thank you.
I’m glad we got to talk today. Thank you for sharing more about your situation. Did we cover all your questions? I will follow up with an email soon with some links and contact information for future reference.
Voicemail
Hello, I'm [NAME], [ROLE/TITLE] in [OFFICE NAME] at Mizzou. I’m calling for [STUDENT PREFERRED NAME].
You recently responded to Roary via text message and reported that you may have some [TOPIC] concerns. I am a human helper behind Roary and we’re calling to help connect you with the best office to resolve your concerns. Since we couldn’t reach you today, we will send you a follow up email with some resources and contact information that you may find useful. Feel free to call or email us back with additional information so we can connect you to the right support. The phone number is 573-882-XXXX. Our email is [office@missouri.edu].