Messaging provides a private conversation between a family and the coach assigned to them. It keeps messages, unread indicators and conversation settings together in one place.

Messaging is being introduced gradually and may not be available for every account yet.

• Families with a current coach relationship.
• Coaches communicating with families currently assigned to them.

When messaging is available, you can:

• open your conversation inbox;
• read older messages;
• send a new message;
• see which conversations have unread messages;
• pause your own participation or phone alerts; and
• report a conversation or a particular message.

There is one conversation for each coach assignment. If a family later works with a coach through a new assignment, it is treated as a separate conversation.

1. Open Messages or the chat area from your family or coach workspace.
2. Choose the person or family you want to contact.
3. Read the conversation. Older messages can be loaded when needed.
4. Enter your message and send it.

Messages that fail to send remain available for retry. Retrying the same failed message is designed not to create a duplicate.

Opening and reading a conversation updates its unread state. A missed phone alert does not remove the message; the conversation will reload when you next open the app.

Each participant manages their own settings.

1. Open the conversation settings.
2. Turn your chat participation on or off.
3. If phone alerts are available, choose whether you want them.

Turning your own chat off stops new messages in that conversation but does not delete the history. Phone alerts can be changed separately.

Use the report option in a conversation or on a message. Choose the most suitable category and add details if useful. Reporting preserves the conversation for review.

If the conversation is disabled during review, both participants can still see retained history but cannot send new messages until it is reopened.

When a coach relationship ends:

• neither participant can send new messages;
• the former coach loses access to the conversation;
• the family can normally read retained history until the expiry date shown in the app; and
• retained conversation content is removed after six calendar months.

Pausing chat in settings is not the same as ending the coach relationship and does not start this history period.

Phone alerts are optional and require a compatible version of the mobile app plus notification permission. The lock-screen alert is deliberately general: it says that there is a new message but does not show the sender or message text.

• If messaging is missing, it may not yet be enabled for your account or practice.
• If a conversation is read-only, check the explanation shown in the thread. Chat may be paused, disabled, or the support relationship may have ended.
• If sending fails, keep the failed message and use retry.
• If phone alerts do not arrive, check both the conversation setting and your phone's notification permission.
• If unread counts look out of date, refresh the inbox.

• Family caseload and support
• Family activity alerts for coaches
• Notifications and automatic refresh