Example Use Case Scenario

The primary use case for "Rewind" Enrollment Action is to restart an Enrollment in Error state when the Error Reason has since been resolved.

Step 1: Understand the Error at hand. In this case, the User has Blocked the Arist Teams Bot via Teams.

Step 2: Resolve the issue externally. In this case, Unblocking the Arist Teams Bot via Teams (this can only be done by the Teams User/Learner themselves). Visuals here.

Step 3: Click into Actions > Select “Rewind”

Step 4: Click “Confirm”

Step 5: Review response from the application in top, right corner to confirm results of the Rewind

This example shows an Enrollment that was successfully Rewound and reverted to “Active” state because the Error was resolved externally before the Enrollment was attempted to be Rewound

Step 5.1: If you receive a different message stating that the Enrollment could not be rewound, or if you see that the Enrollment was successfully rewound but reverted to “Error” state once again — please reach out to support@arist.co for further assistance navigating the specific situation at hand.

Details

When the option will show:

• “Rewind” will only show as an option when an Enrollment is in the “Error” status, meaning a fatal error has occurred

• If you do not see the “Rewind” action as an option in the drop-down menu, this should indicate there have been no fatal errors, and that “Rewind” cannot (and does not need to) be performed.

What to expect:

• In most cases, when you hover over “Error” status, you will see an explanation for the type of error that occurred

• Some errors (for example: Teams Blocked Bot errors) are resolvable by external actions, such as:

  • Unblocking the Arist bot from Microsoft Teams

  • Powering a mobile device on

  • Fixing a Learner’s delivery address (email, phone number, whatsapp number)

  • Properly setting up WhatsApp with the delivery address

  • Whitelisting our email domains

• When the error message is clear, and actions (such as the above) have been taken that are expected to ensure the error does not reoccur, you can then use the “Rewind” Enrollment action to re-try sending any Messages which had previously failed for the error reasons noted (and since resolved).

What not to expect:

• If the explanation of the Error state (when hovering over the status) is clear, but no action has been taken to resolve it externally, the “Rewind” action will still attempt to clear out failed messages and restart the Enrollment from the point it first failed, but will likely incur the same Error and revert to “Error” state

  • If this happens, and it is unclear how to move past the issue, please reach out to support@arist.co with the details of the Enrollment for further assistance.