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Must know
  • Switching re-checks the new channel’s requirements — you can’t switch to Web & SMS without a verified phone number, or Web & Email without an email on file.
  • A switch only changes how future messages are delivered; messages already sent stay exactly as they went out.
You can change a conversation’s channel at any time from inside the thread — handy when a Web Only note isn’t getting seen and you want to text instead.
1

Open the conversation

Select it from the Conversations list so the thread opens on the right.
2

Click the channel pill

Next to the family’s name at the top of the thread is a small pill showing the current channel (for example, Web Only). Click it to open the channel menu.
3

Pick the new channel

Choose Web Only, Web & SMS, or Web & Email. The switch takes effect right away and a confirmation appears. From now on your messages go out over the new channel.
If the new channel’s requirement isn’t met — no verified phone for SMS, or no email for Email — the switch is refused and you’ll see a message explaining why. Fix the gap (the family verifies their phone or adds an email) and try again, or stay on Web Only. Note the difference from starting a brand-new chat: if you open New Conversation for a family who already has a thread on another channel, you’ll get a Switch channel? confirmation there before it opens. Related: What do the Web Only, Web & SMS, and Web & Email channels mean?, Why can’t I pick a family for an SMS or email chat?, How do I start a chat with a family?