> ## 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.

# How do I start a chat with a family?

> Use the New Conversation dialog to pick a channel, choose a guardian, and send the first message.

<Note>
  **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.
</Note>

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Send your first message">
    The conversation opens in the thread pane. Type in the box at the bottom and send.
  </Step>
</Steps>

**Related:** [What do the Web Only, Web & SMS, and Web & Email channels mean?](/coaches/coach-messaging/coach-chat-channels-explained), [Why can't I pick a family for an SMS or email chat?](/coaches/coach-messaging/coach-chat-cannot-pick-family-sms-email), [How do I chat one-on-one with a family (admin)](/club/communications/how-do-i-chat-one-on-one-with-a-family)