Learner questions
Answer the questions your learners raise — a tenant-scoped queue where you reply, close the loop, and notify the learner, with a history of everything already answered.
Learners can ask your team a question at any time, and when MOEgent (the AI trainer) meets something outside a learner's materials it hands that question over to you as well. Both land in the same place: the Learner questions queue. You answer them here in a sentence or two, and the moment you do, the learner is notified and sees your reply on their own page. This guide covers the queue, how answering works, and where a waiting question shows up elsewhere in the workspace.
Where to find Learner questions
The queue lives at /faculty/escalations and is reached from the Teaching dropdown in the trainer top bar, labelled Questions. It is restricted to the Trainer (FACULTY) and Admin (ADMIN) roles — learners never see it.
You only see your own tenant's learners
The queue is tenant-scoped. You see questions only from learners who belong to your tenant — questions raised by learners in another organisation on the platform never appear, and you cannot answer them.
Where the questions come from
Two sources feed the same queue:
| Source | What happens |
|---|---|
| A learner asks directly | On Your questions with the team (/app/questions) a learner types a question and sends it to the team. It arrives here as Waiting. |
| MOEgent escalates | When Moe is asked something outside the learner's course materials, it declines to guess and passes the question to your team instead — closing the loop by having a human answer. |
Either way you get a notification when a new question arrives, and the question sits in the Waiting list until someone on the team answers it.
The two lists
The page is split into what still needs you and what has already been dealt with.
Waiting
The Waiting list holds every unanswered question, oldest first, so the learner who has been waiting longest is at the top. The heading carries a count badge of how many are outstanding. Each row shows:
- The learner's question in full.
- Who asked it and the date they raised it.
- An inline answer box — you never leave the page to reply.
If there is nothing to do, the list reads Nothing waiting — the queue is clear.
Recently answered
Below the queue is a Recently answered history: the most recently resolved questions first, up to the last 20. Each row shows the original question, the answer that was given, the learner's name, and who on the team answered it. This section only appears when at least one question has been answered — a brand-new tenant with an empty history simply won't show it.
Answering a question
Answering does three things at once:
- Marks the question answered and records who answered it (your name) and when.
- Notifies the learner that their question was answered, linking them straight to it.
- Removes the question from the Waiting count everywhere it is shown.
What the learner sees
Your answer appears on the learner's Your questions with the team page. While a question is open it carries a With the team badge; once you answer, the badge flips to Answered, your reply is shown underneath attributed to you as the CLIP team, and the learner gets a notification pointing them to it.
The dashboard "Needs you" strip
You don't have to open the queue to know work is waiting. The faculty dashboard at /faculty shows a Needs you strip that counts open work across the workspace. Waiting questions appear there as learner questions with a live count, and clicking it jumps straight to /faculty/escalations. The chip only shows while at least one question is waiting, so an empty queue leaves the strip clean.
Related pages
Clients & the at-risk queue
The trainer dashboard for cohort health, the ranked "who needs attention" queue with WhatsApp nudges, corporate client management, and each learner's full journey.
Support & requests
One place to ask the platform team for help, report a bug, or request a feature — with a reference you can quote, a visible status, and a published response time.