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Must know
  • Web & SMS requires a verified phone number — a phone that’s on file but unverified is not enough.
  • Web & Email requires an email address on file.
  • Web Only works for every family, since it needs neither a phone nor an email.
When you start a new conversation, some families may appear greyed out and can’t be selected. That’s because the channel you picked has a requirement the family doesn’t currently meet. Hover the greyed-out row to see the exact reason. Web & SMS. A text can only go out to a phone number the family has verified. Two things can block it:
  • No phone number on file for the family.
  • Phone not verified — a number is on file but the family hasn’t confirmed it, so texts can’t be sent to it yet.
Web & Email. An email can only go out if the family has an email address on file. Without one, the row is unselectable on this channel. Web Only. This channel needs no contact details, so every family is selectable. If you just need to reach someone whose phone or email isn’t ready, start the chat on Web Only — the message waits in their portal until they open it. To fix the underlying gap, the family updates their own profile: a verified phone or a confirmed email address makes them selectable on that channel. You can always reach them on Web Only in the meantime. Related: What do the Web Only, Web & SMS, and Web & Email channels mean?, How do I start a chat with a family?, How do I switch a chat to a different channel?