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Must know
  • Portal and email replies come to you. Replies from the family portal, and email replies on a Web & Email chat, land in your thread live. A family who texts back from their phone reaches the club’s main chat inbox instead.
  • Replies reopen chats. A family reply sets a Closed or Archived conversation back to open.
  • Two badges, two counts. A conversation’s badge counts its unread messages. The Chat badge counts conversations with unread messages at your current club. Only opening a thread clears its unread messages.
  • No alerts outside the app. You are not emailed, texted or sent a push about replies. Check Chat.
Where replies land. A reply sent from the family portal appears in your conversation, on the family’s side of the thread, whatever channel the chat uses. An emailed reply usually shows as an email card with its subject line; a plain-text email shows as a normal message. Each incoming message shows a channel icon and a timestamp. Very long portal replies are refused with “Message too long”. Text-backs go to the club. If a family on a Web & SMS chat texts back from their phone, the text lands in the club’s main chat inbox, not in your thread. Email replies can be dropped. An emailed reply joins your thread only while the chat is still Web & Email and only when it comes from the address the chat uses. If you switched the chat to another channel, or the family writes from a different address, the email is dropped. Neither you nor the club inbox sees it, and no one gets an error. Closed and archived chats. Any family reply, from the portal or by email, sets the conversation back to open. Families can reply on a closed chat. See How do I close, reopen, or archive a chat?. How you find out. Replies show up inside the coach portal only, and the thread, list and badges update on their own. After a dropped connection, the list and badges refresh as soon as it returns. An open thread refreshes on its next reply or when you reopen it. Two badges, two counts. Three replies in one thread show 3 on the conversation and 1 on Chat. The phone tab shows 9+ past 9. The sidebar shows the full number. An unread conversation also gets a dot, a bold name, a bolder preview and a tinted background. Order and clearing. The list puts the conversation with the most unread messages first, then the most recent. Three unread outranks one unread, even if the one is newer. Not every conversation loads in the list, and search reaches the rest. Each reply adds 1 to the count. Replying yourself does not clear it. Opening the thread does. A thread you already have open is marked read as soon as the new reply loads. Related: What is the chat inbox in the coach portal? · What do the Web Only, Web & SMS, and Web & Email channels mean? · How do I close, reopen, or archive a chat? · How do I message my club or coach?