Staff and Advisor FAQ

Accessing Navigate

How do I access Navigate?

The easiest way to access Navigate is to click on the Navigate Tile in your MyWCU account. You can also type in the following URL in your browser: Use your WCU username and password to access Navigate.

Appointment Campaigns

If I create an Appointment Campaign for multiple advisors but have turned on the permission that students can only meet with their assigned advisor, does that prevent a student from scheduling with any of the other advisors?

No, students can schedule with any advisor in the campaign.

When are the appointment reminders sent?

Email - 24 hours

Text - 60 minutes. The default was 30 minutes, but a suggestion was made that a student may need more time to travel

How do Appointment Campaigns work in Navigate Student?

If an Appointment Campaign is made in Navigate, the communication is sent to the student's email with a link.

How hard is appointment scheduling for students for Appointment Campaigns?

It's easy! The student is provided a link to the schedule. They can select who they will meet with (based on who is offering to advise within the campaign) and the range of dates and times that person is available. They are also able to include a personal note back to the advisor and can opt-in for email reminders at the conclusion of the schedule.

Are Appointment Campaigns located within a Care Unit? Does that mean they are Care Unit-specific?

Yes, to both.

What counts as an Eligible Appointment?

To be considered an Eligible Appointment and appear on the Eligible Appointments tab, the student must be part of the campaign and their appointment must be for the same reason and location the campaign was created, and with a staff member associated with the campaign.

How can I move students from the Appointments Not Yet Made List to Appointments Made? My student scheduled before the Campaign start date.

You should be able to associate that student’s appointment with your campaign using the Eligible Appointments tab on the Appointment Campaign page.

The Eligible Appointments tab lets you associate appointments that should be counted toward the Campaign but were scheduled without using the Campaign link. To do this, navigate to the specific Appointment Campaign, and open the Eligible Appointments tab. Select the appointment you want to associate with the Campaign. Choose Associate Appointments from the Actions menu. The appointment is then associated with the campaign.

Note that appointments are only eligible if they have the same Location and Service as the Appointment Campaign. The student must also be on the campaign list.

What happens when a student cancels a campaign appointment?

When a student cancels a campaign appointment in advance, the Navigate platform moves this student from the Appointments Made tab to the Appointments Not Yet Made tab. The platform also removes the canceled appointment from the advisor’s calendar so it's available to another campaign student.

What happens if a student schedules an appointment in response to my campaign communication by means other than the appointment link (e.g., via phone, individual email, or walk-in)?

If a student schedules an appointment outside of their custom campaign link, this appointment is not tracked as a campaign appointment by the appointment campaign functionality in Navigate. It MAY appear on the Eligible Appointments tab. An appointment made like this appears on the Eligible Appointments tab if the appointment contains the same location, service, advisors, and students selected when creating the campaign.

How can advisors add or remove students from a campaign?

For example, if new students are added to an advisor’s list due to major changes or removed from a list due to graduation, what is the easiest way to update a campaign?

When you add students to a campaign that has already been sent, you should see an option to send to all or only send to newly added recipients before saving.

How does the campaign functionality track students who have made only one appointment in a campaign that allows for two per student?

In a campaign that allows for multiple appointments per student, a column appears on the Appointment Campaign dashboard on the Appointments Not Yet Made tab that shows how many appointments a student has made and how many more they have left to schedule.

How customizable can you make Campaign Appointment lengths?

We have selected the appointment lengths that are the most popular with our partners. We have no plans to expand these options to e.g., 75 minutes.

When do Appointment Campaigns expire?

The expiration time is 11:59 PM of the specified date/midnight the next day in the institution’s time zone. This means that if the expiration date specified in Navigate is 8/24/2019 then the Appointment campaign expires on 8/25/2019 at midnight.

Do any Location restrictions apply for Appointment Campaigns?

Appointment Campaigns override ALL settings at the location level EXCEPT the Number of Hours Ahead of Time Students are Allowed to Schedule an Appointment setting.

Is it possible to use course-based tutoring as a service for more than one course?

No. Each appointment can only have one course associated with it.

Can I forward a campaign email to a student?

Appointment Campaign links are individual to each student, so you cannot forward them.

How do you deal with no-show students in an appointment campaign?

Mark that student as a no-show as you would with any other type of appointment, by unclicking the This person attended checkbox in the Appointment Summary report. These students display as "no-shows" on the Appointment Campaign dashboard. Once marked as a no-show, the student can use the original appointment campaign link to schedule again within the campaign.

When a student schedules via an appointment campaign and cancels the appointment, the student is unable to use the campaign link again to schedule an appointment. Is this expected or a bug?

If the STUDENT cancels for themselves, then the link should be active again. If the appointment is canceled for the staff member in the appointment, then the link does not go back to active. This is a known issue.

Is there a maximum number of students I can add to an Appointment Campaign?

No, there is no maximum. Performance may be affected if you add over 10,000 students to one campaign.

If an advisor sends an Appointment Campaign to all their assigned students, will students who have already scheduled an appointment for the same service/location get the campaign email? Or will those appointments instead show under eligible appointments? Or both?

Students will still receive the invitation. The platform doesn’t know to pull them out unless the advisor manually does so. It’s a good practice for advisors to manually remove them if they already have a booked appointment for the campaign with specific students. If the advisor doesn’t send a clean list, they risk muddying their response rates and will have a harder time tracking the effectiveness of that campaign. However, an appointment will not show under the eligible appointments tab (even if the student has scheduled for the same advisor, service, and location) unless the student is also already in the campaign.

Appointment Summaries

What is the difference between adding an appointment summary to an existing appointment and creating an ad-hoc appointment summary?

If an appointment has been scheduled through the Navigate platform, it is important to file the Summary Report from this specific appointment to link them together. When you are creating a summary report for a drop-in appointment (i.e., a student appointment that was not scheduled in advance), you will need to create an ad-hoc summary report by following the instructions in this article. Creating an ad-hoc summary report will create a corresponding appointment on your calendar.

Can I create ad-hoc summary reports for appointments that were scheduled on the platform?

No! When you create an ad-hoc summary report, the platform creates a corresponding appointment on your calendar in the past. If you create ad-hoc summary reports for already scheduled appointments, you are essentially scheduling this appointment twice. Double-counting appointments will significantly skew the reporting data in the platform and make it more difficult to review your past appointments. If your appointment was scheduled in advance, you should only be adding Summary Reports to that appointment, rather than creating an ad-hoc report.

Are summary reports part of a student’s official record and subject to restrictions under FERPA and local privacy laws?

Yes! Any information you enter on the platform about a student becomes a part of their official student record and may be subpoenaed by that student, as outlined in the Family Educational Rights and Privacy Act (FERPA). Please consult with your for institution-specific guidelines about what information to include (and not include) in summary reports and notes.

Why is my service not showing as an option to select in the summary report?

Only services associated with your selected Location will display as options for your summary reports. If you have questions related to the services you see displayed, please contact, or try selecting a different location.

What does the Suggested Follow-up field of the summary report do? Will it schedule a follow-up appointment for me and the student?

No, the Suggested Follow-up field is informational only and will take no action on your calendar. Use it simply for suggested notes to yourself about when you would like to follow up with the student. You can easily view your suggested follow-up dates by navigating to the "Students" tab on your staff homepage, scrolling down, and clicking on the "Recent Reports You Created" tab. This section includes all recent summary reports you filed, with a "Yes" indicated for suggested follow-up – hover over the Yes to view the date. Please see the screenshot below.

Can students view their summary reports?

Your institution may choose to share either all summary reports or no summary reports for each Care Unit with your students. If your institution shares all summary reports, then the student will only be able to view their summary reports when logging into Navigate from their user account. It is not possible to selectively share specific summary reports with students, nor is it possible to email summary reports to students. Your filed summary reports will indicate if a student can view them. See the screenshot below.

Can a summary report be marked as private?

No, it will be visible to those with permissions to view the summary report, including those within your Care Unit, and including students if your institution has configured them to be visible to students.

Can I see a record of edits to a summary report?

No, there is no ongoing record of changes to summary reports available. You will always view the most up-to-date version of the summary report.

Is there a size limit to document attachments?

10 MB is the size limit for document attachments.

Can I create an appointment summary for an inactive student?


Availability Set Up

When using the Personal Availability Link (PAL) will the student have to log in to navigate when the link is clicked?

Yes. Anytime a PAL link is used the student will have to log in. Also, note that the PAL link is associated with one availability. If you have more than one availability set, the PAL can be added to a time by selecting an availability and using the Actions.

Note: When an appointment campaign is used the student will receive an email with a link to schedule an appointment. That link will not require the student to log into Navigate.

When availability is set up for a virtual meeting, we would like the location to be virtual, is it possible to allow only certain meeting types to a location?

Staff can only select a Virtual meeting type in the Availability setup if that is the only modality they would like to meet with students. The best practice is to put a zoom link in the URL section. EAB has noted that this setup worked well with other partners during the pandemic.

Can meeting duration be set up individually for different care units? Can an advisor set the default for different services?

Meeting times have a system default duration. We can review these times and adjust as needed. Staff can override the defaults when scheduling an appointment for a student or creating an appointment campaign.

When are the appointment reminders sent?

Email - 24 hours, Text - 60 minutes. The default was 30 minutes, but a suggestion was made that a student may need more time to travel


Why do progress reports create cases?

Progress reports create cases for advisors or departments to reach out to the student to intervene with the student and offer additional resources to help them be more successful academically, financially, and personally.

When do I close a case?

Cases are considered closed when the student has been referred to another staff member, instructor, or care unit; student took recommended action; student contacted, no response; or student resolved on their own within 2 weeks. The assigned party must close out the case by completing a Report Summary.

Why am I getting cases assigned to me?

Instructors and staff can refer students for assistance to various departments (Care Units). Navigator automatically assigns cases to members in the referred department or academic advisor.

When a case is updated does the person that originated the case get an email with the update?

No, the original issuer will receive an email once the case has been closed, not every update. The closed case email can include comments entered when the case is closed but will not contain the comments within the case. Comments within the case are the student’s History tab.

Does the instructor or issuer see the case comments or final comments?

No, the alert issuer will only receive an email when the case is closed, but they do not have access to the comments. We recommend that you email the issuer with any final comments or case outcomes.

Can I see closed cases or reopen a closed case?


How do I know which alert reasons create a case and which do not?

Please see the graph in the Alerts, Referrals, Cases, and Kudos documentation on the WCU Training site.

Intake Survey

What is an Intake Survey?

An Intake Survey is a special type of Quick Poll. It is a mandatory questionnaire that students must complete before accessing the rest of the app if downloaded during an active Intake Survey window. The Intake Survey allows students to self-select identifications to receive targeted content and subsequent outreach. The responses that you create are meant to do one of the following: gauge student interests, gather or verify data, and/or target student subpopulations. Intake Surveys give advisors and other administrators insight into the specific needs to inform outreach and can be used to populate specialized content to specific, self-identified populations on campus.

How often are students prompted to retake the Intake Survey?

At the beginning of each semester.

Are there word/character limits for Intake Survey questions, choices, or free-text responses?

There is no character or word limit for Intake Survey questions or choices. There is a 2,500-character limit for responses to free-text questions, including spaces. We recommend keeping questions and choices as short and simple as possible so that students are not overwhelmed with text.


I took action on a To-Do that I set for myself; how can I remove the To-Do from my list?

You can remove the To-Do from your list by clearing the selected To-Do using the Actions menu.

Can the student see the To-Dos that I’ve added to their profile?

Only if you made it visible to them when creating the To-Do.

Can other users view the To-Dos that I have added to a student’s profile?

No, other users only see the To-Dos that they have added to that student’s profile.