Common issues: engagement

When a notification is not delivered, Battle mode is unavailable, a leaderboard looks inconsistent or a certificate is never awarded, the cause can usually be traced back to a specific setting.

This page covers the most common engagement-related issues, explains what to check and points you to the relevant settings.

A notification was not sent

Several factors can prevent a notification from being sent.

1. The scheduled date has already passed. The back office prevents you from saving the notification and displays the message A notification cannot be sent in the past.

2. The scheduled time is not the one you expected. Scheduling uses the time from the browser where the notification is created. The notification is sent at the same moment for all learners, so a notification scheduled for 8:00 AM will not necessarily arrive at 8:00 AM local time for a learner in another time zone.

   ⚠️ The Default local time settings option does not affect notification scheduling. It is used in particular for displaying dates in statistics exports and emails.

3. A required permission is missing. Two separate permissions are involved:

   • Can edit / send notifications and emails gives access to creating and sending notifications;
   • Allowed to notify distribution groups determines which groups you can target.

To learn more about distribution permissions, see Who can distribute what?.

A notification was sent, but nobody received it

Start by checking the audience that was targeted.

Advanced targeting is available only for Reminder notifications. The Send a reminder: section lets you target:

• Learners who have not passed the capsule;
• Learners who have not completed the capsule.

The Only include learners who have started the capsule option excludes learners who have never opened the capsule.

A Simple notification, on the other hand, only targets the selected Distribution group(s).

To learn more, see Notifications.

Learners are not receiving emails

Some learners, particularly frontline employees, may not have a professional email address. In this case, they cannot receive communications by email, and push notifications should be used instead.

Battle mode is not displayed

Battle mode is configured in a capsule’s settings, under Engagement.

Three situations can make this option unavailable or inactive:

1. The capsule is a Training interest. The Engagement section is not available for this type of capsule. As a result, neither Battle mode nor Ranking mode is displayed.
2. Adaptive Mode is enabled. A capsule can only use one playback mode at a time. While Adaptive Mode is enabled, Battle mode remains unavailable. Disable Adaptive Mode to use it.
3. You are viewing the capsule in read-only mode. If your profile does not allow you to edit the capsule, the settings in the Engagement section remain inactive.

⚠️ A quiz is not required to enable Battle mode. This setting does not depend on the content included in the capsule.

Adaptive Mode itself is displayed only for accounts where this feature is enabled. If it is not available on your account, an inactive Battle mode therefore has another cause.

To learn more, see Activity formats.

The learner cannot find an opponent

The pool of available opponents depends on an account-level setting.

The Who can users challenge in Battle mode? setting provides the following options:

• All users;
• All users who share groups;
• All users who share “main” groups.

In every case, both learners must also have access to the same capsule.

⚠️ If no opponent is available, the button used to start a Battle is not displayed.