> ## Documentation Index
> Fetch the complete documentation index at: https://docs.uplifter.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can't I pick a family for an SMS or email chat?

> The contact-info requirements that make some families unselectable on the SMS or Email channels.

<Note>
  **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.
</Note>

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?](/coaches/coach-messaging/coach-chat-channels-explained), [How do I start a chat with a family?](/coaches/coach-messaging/coach-chat-start-conversation), [How do I switch a chat to a different channel?](/coaches/coach-messaging/coach-chat-switch-channel)