Scheduled System Messages
Configure the built-in System Messages sent at scheduled points in the learner journey.
Last updated 19 Oct 2026
Scheduled System Messages
RTObase includes built-in System Messages for USI follow-up, learner inactivity, qualification renewal, LLN completion, required Forms, completion feedback and practical session reminders.
Open Communications > System Messages to manage them. Messages are grouped by audience, and each group shows how many messages it has and how many are turned off. Filter by audience, or by Turned on or Turned off. Each scheduled message has fixed eligibility and recipient rules. Members with Email, SMS and notifications: Manage can:
- Pause or activate the message
- Change its timing
- Choose email or SMS and select a compatible template
- Edit the template content under Communications > Templates
Organisations cannot create new message rules. This keeps the Communications area focused on messages RTObase understands and can route safely.
Access required
Choose the task you are doing. Each row is a separate action.
| Task | Required access |
|---|---|
| View communications | Email, SMS and notifications: View |
| Configure System Messages and their triggers | Email, SMS and notifications: Manage |
A forced retry that may send a duplicate message requires Email, SMS and notifications: Manage.
Delivery safety
| Task | Required access |
|---|---|
| Retry an ordinary failed message | Email, SMS and notifications: Edit |
RTObase checks that a scheduled message is still relevant before sending it. For example, a USI reminder is cancelled after the USI is verified, and a session reminder is cancelled if the session no longer remains scheduled.
Withdrawn and archived enrolments do not receive scheduled messages. Delivery attempts and skipped sends appear under Communications > History.
A learner in a qualification delivered through unit courses gets one of each message, for their qualification enrolment. Their unit course enrolments get none. Activity in any unit course counts as activity on the qualification enrolment, so the inactivity reminder does not fire while they are working in a unit course.
Per-enrolment view
| Task | Required access |
|---|---|
| See the relevant learner's enrolment | Enrolments: View |
An enrolment's activity view shows applicable scheduled System Messages and their current state. Members with Email, SMS and notifications: Edit can schedule an eligible message, send it on the next worker run, or cancel a pending send.
When RTObase cannot calculate a future delivery date, the panel explains whether the reminder window has passed or required issue or renewal details are missing. A skipped or cancelled message can be explicitly re-scheduled or fired now. Reactivating a paused System Message does not automatically send its skipped backlog.
See Communications, System Messages & Templates for the complete message list, template editing and delivery History.