Can learners message an admin who isn’t assigned as their tutor?
Learners may be able to message an admin user in Aptem even if the admin is not assigned as their tutor, case owner, or component owner.
This usually happens when the admin has created a Placement or Workshop task for the learner. Creating these tasks links the admin to the learner and makes the admin’s name visible in the learner’s Messages area, allowing the learner to send messages.
To avoid this, admins should only create Placement or Workshop tasks if direct communication with learners is required, or ensure this task is completed by users who are expected to message learners.
Can I message a group of learners from Console?
No, group messaging is currently not available in Console. However, you can send messages to a group of learners using Classic, as explained in the help guide: Message a group of learners (Aptem Classic).
Who can view messages in Aptem?
The content of messages can only be seen by the sender and receiver (Tutor/Case Owner and Learner). No other individuals can access these messages.
Can a tutor/admin delete a message they have sent to a learner in error?
No, there is no way for a tutor/admin to delete a message they have sent within Aptem to a learner. If the message contains sensitive information and was sent in error, please contact the Aptem Support team to assist in getting this deleted.
Can I view communication between learners and tutors if a staff member is sick?
You cannot directly view messages exchanged between learners and tutors within Aptem. This is to protect the privacy of both parties and maintain confidentiality.
However, to monitor the learners' progress while the tutor is on sick leave, an interim tutor can be assigned to manage those learners until the current tutor returns. Once the tutor is back, the case owner can be changed accordingly.
This can be accomplished through the learners' profiles in the classic or console interface, please see screenshots below.
Classic
Console
Please note: Assigning an interim tutor only allows them to view messages sent by learners after this change. They will not be able to access historical messages exchanged between the original tutor and learners.
In Console, why am I receiving a message notification even though there are no new visible messages?
This can happen if the permissions assigned to your account only allow you to view primary and secondary learners in Console.
Go to the Classic interface -> Collaboration Centre token, and see if there are any unread messages there. You should be able to see any messages from other learners, Admins or Employers there that are not visible in Console.
A Tutor has message alerts, but there are no messages waiting for them in the messaging centre. Why is this?
A tutor may encounter a situation where they have message alerts, but upon checking the messaging centre, there are no visible messages waiting for them. This can occur when the tutor was previously assigned as the case owner for a learner, and the learner sent messages during that period. However, since the case owner has changed, the tutor will not see these messages when applying the 'My Learners' filter.
To address this issue, the tutor can choose the 'All Learners' option. This allows the tutor to view messages from all learners, including those sent when they were the case owner. By selecting the 'All Learners' option, the tutor can now see the messages from the learner in question. Once the tutor reads these messages, the message alerts will disappear.
Is there a character limit for messages sent in the Message Centre?
There is currently a 1000 character limit for messages sent to learners on Aptem.
When trying to message a learner, the page is blank. Why is this?
Tutors can only communicate with a learner, if the learner is a full user.
For Prospects/Invited/Expired/Cancelled/Archived accounts, there is no option to send a message.