First Class Only: Creating & Managing One to One Chats
Overview
For organizations utilizing our First Class plan, admins can initiate direct announcements and chats to contacts or groups of contacts (i.e. families). This also provides the ability for contacts to respond directly to chats. Please note this feature is only available for contacts who've verified on the ReachWell app!
Instructions
- Navigate to your ReachWell Dashboard.
- Select Messages from the left main navigation bar, and then Chats.
- Select Send a New Chat.
- Select the school(s) or group(s) you would like to include, and then the contact(s) you would like to send a chat to. If you don't know the contacts' name(s), you can select them by the students they are associated with. Only contacts who have verified with ReachWell will show up on this list. A chat sent to multiple contacts will display in their ReachWell app as a 1-1 chat (i.e. no one else included). Contacts will not know you sent the same chat to other contacts.
- Enter the content of your chat utilizing the variety of features available (e.g. attaching an image, inserting a file attachment, adding emojis, etc.).
- Select Send to send the chat. Please note, hitting the Enter key will also send the chat! Select Shift + Enter to start a new line!
- Contacts will see the chat in their preferred selected languages from the ReachWell app. If any contacts are not receiving their chat notifications, please visit THIS article for instructions on enabling push notifications from ReachWell.
Notifications
Admins do not need to regularly check their ReachWell Dashboard for new chats. Every hour, an updated summary of unread chats will be sent to your email inbox.
Language Translation
Contacts (i.e. families) will receive chats and announcements in their selected preferred language. When a contact sends a chat to an admin in their preferred language, the chat can be translated to English by the admin if they utilize the language-translation button from the ReachWell Dashboard > Messages > Chats page.
Why can't I see my chats on my app?
The ReachWell app that is downloaded from the app store is the contact-facing (i.e. family-facing) view of ReachWell. The ReachWell Dashboard that is opened using a web browser is the staff and admin-facing view. Chats will display in your ReachWell Dashboard > Messages > Chats page. However, contacts will see chats and announcements as push notifications on their individual mobile devices in their ReachWell app.
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