Must know
- Pick the channel first — it filters which families you’re allowed to select.
- You select a guardian (a parent), not an athlete.
- If the family already has a chat on a different channel, you’ll be asked to confirm a Switch channel? before it opens.
1
Open the New Conversation dialog
In the Chat inbox, click the + button at the top of the Conversations list, or New Conversation on the empty state.
2
Choose a channel
Pick Web Only, Web & SMS, or Web & Email. Choose this first: the channel decides how the message reaches the family and controls who you can select next. Families missing what a channel needs (a verified phone for SMS, an email for Email) appear greyed out with a reason.
3
Search for and select a guardian
Type a parent’s name into the search box, then click their row. Each row shows the family’s organization, email, and phone with a verification indicator. If they already have a chat with you, a badge shows its channel — even if it’s the same one you picked. Selecting a row whose chat is on that same channel just opens it; only a chat on a different channel triggers the Switch channel? prompt.
4
Confirm a channel switch if prompted
If that family already has a conversation on a different channel, a Switch channel? prompt appears. Confirm to route future messages over your chosen channel, or cancel to keep things as they were.
5
Send your first message
The conversation opens in the thread pane. Type in the box at the bottom and send.