FAQ

❓ What is SimFlow? SimFlow is a cloud-based, voice-to-voice simulation platform for communication training and assessment across areas including healthcare, education, social care, policing, and the armed forces.

❓ What can I use SimFlow for as a Tutor? Tutors can use SimFlow to assign and run simulations with learners, review learner activity and assessment results, and support learners throughout their training.

❓ What is the difference between a Tutor and a Tutor Admin? A Tutor can manage and support the cohorts assigned to them. A Tutor Admin has organisation-wide visibility and can manage tutors, cohorts, and libraries across the organisation.

❓ Do I need any special software? No. SimFlow runs in a web browser. A headset is recommended for the best experience during simulations.

❓ What is a cohort? A cohort is a group of learners who are assigned to the same learning content and simulations. Tutors can manage the learners and content within their assigned cohorts.

❓ Can I manage multiple cohorts? Yes. Tutors can access the cohorts assigned to them, while Tutor Admins can access and manage cohorts across the organisation.

❓ Can I add learners to a cohort? Yes, depending on your role and organisation setup. Learners can be added to the appropriate cohort so they can access its simulations and learning content.

❓ Can I deactivate or reactivate a learner's account? Yes. Tutors and Tutor Admins can deactivate a learner's account to temporarily prevent access to SimFlow without deleting their information.

Deactivated accounts appear under the 'Inactive' filter and can be restored when the learner returns. All previous simulation results, transcripts and assessment reports are preserved.

Accounts may also become inactive automatically when they reach the expiry date set by your organisation.

❓ Can I see learner activity? Tutors can review activity for learners within their assigned cohorts. Tutor Admins have visibility across the organisation's cohorts.

❓ Can learners belong to more than one cohort? If your organisation has configured multiple cohorts for a learner, the learner can switch between their available cohorts from the dashboard.

❓ What happens to unused simulation credits? Unused simulation credits assigned to individual learners or cohorts can be unassigned and returned to your organisation's available credit pool.

Credits are only deducted from your organisation's balance when a simulation is undertaken. Simply assigning credits to a learner or cohort does not consume them.

❓ Can I assign a specific simulation to learners? Simulations and learning content are made available through the learner's assigned cohort. Learners can then access the simulations available to them from their Library.

❓ What happens to simulations created by a Tutor who leaves? Simulations created by Tutors or Tutor Admins remain within your organisation's SimFlow account, even if the staff member leaves or their account is deactivated.

Simulations belong to the organisation rather than an individual staff member. Other authorised Tutors and Tutor Admins can continue to access and edit them, ensuring that no simulation content is lost when someone leaves.

❓ Can learners repeat the same simulation? Yes. Repeating scenarios is encouraged so learners can practise specific skills and improve over time.

❓ Can I run simulations remotely? Yes. SimFlow is cloud-based, so learners and tutors can use simulations remotely with a supported browser, microphone access, and a stable internet connection.

❓ Can I use SimFlow during a Teams, Zoom, or Google Meet session? Yes. However, make sure that only one application is using the microphone and audio device at a time to avoid microphone or echo issues.

❓ Does SimFlow support different accents and dialects? The transcription models are designed to understand a wide range of accents and dialects. Clear audio is important for reliable transcription. Background noise, echo, speaking too quietly, or being too far from the microphone can affect results.

❓ Can I review a learner's completed simulations? Yes. Tutors can review learner activity and assessment information for learners in their assigned cohorts.

❓ Can I see learner feedback and results? Yes. Completed simulations include assessment results and automatically generated feedback that can be reviewed to support learning and reflection.

❓ Is the AI feedback the same as formal marking? No. AI-generated feedback is designed to support learning and reflection. For formal teaching or assessment, it should be considered alongside educator judgement and your organisation's assessment standards.

❓ Does SimFlow support summative assessment? Yes. SimFlow can support summative assessment when configured with appropriate governance, standardised scenarios, agreed marking criteria, assessor oversight, and auditability.

❓ Can I use SimFlow to track learner progress? Tutors can review learner activity and complete assessment information within their assigned cohorts. Tutor Admins can review this information across the organisation.

❓ Why does SimFlow need microphone access? Simulations are voice-based, so SimFlow needs permission to capture the learner's speech and convert it into text for the AI character to respond.

❓ What should I do if a learner's microphone doesn't work? Check the browser's microphone permission, make sure the correct microphone is selected in the device settings, and close other applications such as Teams or Zoom that may be using the microphone.

❓ Why can't the learner hear the AI character? Check the learner's output device and system volume, make sure the correct headset or speakers are selected, and refresh or rejoin the simulation if needed.

❓ Why does the AI character sometimes misunderstand a learner? The AI relies on real-time speech transcription before generating a response. Background noise, unclear audio, overlapping speech, or speaking too quickly can affect transcription. Asking the learner to speak clearly and pause briefly before asking a question can improve recognition.

❓ Which browsers are supported? The latest versions of Chrome, Edge, or Firefox are recommended.

❓ Can learners use SimFlow on a work or managed device? Usually, yes. However, organisation-managed devices may restrict microphone permissions or audio services. If access is blocked, contact your local IT team or SimFlow Support.

❓ What if a learner cannot access a simulation? First check that the learner is in the correct cohort and that the simulation is available in their Library. If the issue continues, check the learner's account and cohort access.

❓ What if a learner cannot see their assessment results? Check that the simulation has been completed and that the learner is viewing My Assessments. If the results are still missing, contact SimFlow Support.

❓ What learner data does SimFlow store? Depending on your organisation's configuration, SimFlow may store learner account information, including names and email addresses, alongside simulation data such as audio recordings, transcripts, assessment scores and generated feedback reports.

This information supports learner progress tracking, educator review and organisational reporting.

Access to learner information is controlled by user roles and organisational permissions.

❓ What happens to learner data when an account is deleted? There is an important difference between deactivating and permanently deleting a learner's account:

Deactivation is recommended when learners may return or when assessment information needs to remain available for organisational evaluation.

Data associated with deactivated accounts is retained in accordance with your organisation's licence and applicable data retention arrangements.

❓ Can tutors access all learner information? Access depends on the user's role. Tutors have visibility into their assigned cohorts, while Tutor Admins have broader organisation-wide access.

❓ What should I do if I cannot resolve an issue? Check the relevant troubleshooting guide first. If the issue continues, contact SimFlow Support at info@SimFlow . 

When contacting Support, include:

You can also report an issue or share feedback directly from the SimFlow app.