Overview

The Immersive platform allows organizational managers to swiftly address user issues related to accessing the platform. Whether a user accidentally deleted their invitation email or encountered technical difficulties receiving it, our platform equips organizational managers with the tools to act promptly and efficiently. By enabling team managers to resend invitations and generate invitation links for individual users, we aim to minimize delays and hurdles in user onboarding processes, which is especially crucial for programs inviting hundreds or thousands of users. This feature allows managers to ensure that users are promptly onboarded and engaged. 

Resending an Email Invitation

If a user/invitee to the platform needs a new email invitation (they did not get it the first time, deleted it, or otherwise cannot find it), your Org Manager can send them a new email invitation directly from the platform. 

To send a new email invitation:

1. From the main navigation menu, click Manage > Platform Settings. 
2. Click Users.
3. In the Filter by: section, select the Invited check box.
   Note: You can only send a new invite email to users who are listed as Invited, indicating that they have previously been sent an invite, but it has not yet been accepted or activated.
4. In the row for the user that you want to send a new invitation, click ... > Resend Invite.
   Note: You can’t resend an invitation within 15 minutes of the last invitation being sent.

5. The invitee should then receive the new email invitation, where they can click the invitation link to validate their email address. They will then be asked to set their password and continue through the standard invitation registration flow.
   Note: (For SSO customers) Users authenticating with SSO will instead receive a link to authenticate via Single Sign On. 

Copying and Sending an Invitation Link

If you’ve already sent another email and they haven’t received it, you can also generate an invitation link for them to open. They will need to confirm their email address by typing it in before it can be accepted.

To copy an invitation link that can be sent to a user:

1. From the main navigation menu, click Manage > Platform Settings. 
2. Click Users.
3. In the Filter by: section, select the Invited check box.
4. In the row for the user, click ... > Copy Invite Link to copy their invitation link to your clipboard. 

5. Paste the invitation link in a message to the user in an external system (such as Slack, Teams, or email).

6. The invitee should open the link in their browser.

7. The invitee will be asked to set their password.

8. The invitee will be asked to sign in with their email address and password before continuing with the existing onboarding workflow.

FAQ/Troubleshooting

What if multiple people are telling me they aren't receiving emails?

If all users or a large number of users are claiming they're not receiving the email, we recommend that you:

1. Check Immersive emails aren't blocklisted customer-side: Log an IT Support ticket internally to check if emails from noreply@immersivelabs.com are being blocked by their mail filter. This is most common, so we recommend trying this first before logging a ticket with Immersive. 
2. Log an Immersive support ticket: Let us know when the invitations were sent, and we can investigate if there have been any sending/delivery issues.

Do the invitations expire?

Yes, both regular invitations and re-sent invitations expire after 7 days. However, if an invitee clicks an expired link, they are presented with the Resend invitation option, which will send a fresh link to their inbox to validate their email address.

Do the copied invitation links expire?

Yes, these links expire after 7 days. The organization manager would need to resend or copy another link for the user to access their account. 

How do you check if you are unsure whether the user clicked an expired link or the latest link? 

If you are unsure whether the user clicked the expired link or the new link, you can check the end of the URL that they clicked to see if the token matches the latest link. 

Why can’t I resend an invitation? It says "Invite sent within the last 15 minutes"

We want to avoid spam emails, especially when we suspect that the email may not be getting through.

Also, it can take minutes for emails to get through email filtering systems, so we need to give each one a chance to work before resending.

Can I generate an invitation link for someone I haven’t yet invited?

No, this is only to be used as a backup measure when a user claims not to be receiving emails.

Can I generate a single invitation link for many people to register with (like a "magic link")? 

No, in most cases, managers need to be able to control who can register and access the platform. "Magic links" valid for many users remove that control.

Can a Team Manager use this tool?

Team Managers can resend or copy links by clicking … > Resend Invite or … > Copy Invite Link on the Members tab of the Platform Settings > Teams area.

Does the invitation sender update when you resend the invitation?

No, the table is not updated.

What happens if I try to invite a deactivated user? 

A description error message appears, such as the following: The user has been deactivated. Contact Organisation Manager/Support to reactivate them.