Channels - Communication Hub for Athletes

Master athlete communication with Channels. Learn how to send announcements, manage direct messages, and understand what athletes see in their portal.

Where to find this: Dashboard → Inbox (for sending messages) | Athletes access through their portal’s Channels section

What you’ll accomplish

Learn how to use Channels to communicate effectively with your athletes through announcements and direct messages, while understanding exactly what athletes see and experience on their end.

Understanding Channels

Channels is the dedicated communication hub that connects you with your athletes. It’s automatically active for all CoachIQ users and provides a seamless two-way communication system.

Key components:

• Announcements: Broadcast messages to all or selected athletes (one-way)
• Direct Messages: Private two-way conversations with individual athletes
• Rich Media Support: Athletes can send photos and videos
• Instant Notifications: Automatic push notifications to athlete devices

Channels is always active by default - no setup required! Athletes access it through their portal while you manage all messages through your Inbox.

The athlete’s view of Channels

Understanding what athletes see helps you communicate more effectively. Here’s their experience:

Athletes see a clean, organized Channels interface with Announcements and Direct Messages clearly separated

Athletes see:

• Announcements tab: All broadcast messages from coaches
• Direct Messages tab: Private conversations with their coach
• Media sharing buttons: Camera and attachment options for sending photos/videos
• Clean message threads: Organized conversation history

Managing announcements (broadcast messages)

How announcements work

Announcements are one-way broadcast messages perfect for team updates, schedule changes, and important notifications. Athletes can react with emojis but cannot reply with text.

Athletes can react to announcements with emojis, creating engagement without cluttering your inbox

Key features:

• Athletes see sender name and timestamp
• Message remains visible until you delete it
• Emoji reactions show engagement (❤️, 😊, 👍, 🔥)
• No text replies means no inbox clutter

Sending announcements from your Inbox

All announcements are created and managed through your main Inbox:

Create announcements directly from your Inbox with rich attachment options

1. Open your Inbox

   Navigate to Inbox from your dashboard’s main navigation.

2. Start new message

   Click Create New to open the message composer.

3. Select Announcement

   Choose Announcement from the message type options (In-App, SMS, Announcement).

4. Choose recipients

   Select Everyone or use tags to target specific groups of athletes.

5. Add your message

   Write your announcement and optionally attach:

   • Forms: Waivers, surveys, registration forms
   • Media: Images, videos, documents
   • Products: Membership links, packages
   • Schedulers: Booking links for sessions
6. Send

   Click Send - athletes receive push notifications instantly on their devices.

What athletes see in announcements

Athletes view announcements with clear timestamp, sender info, and emoji reaction options

The announcement displays:

• Timestamp: When the message was sent
• Sender indicator: Shows “To: @everyone” or specific group
• Full message content: Including any links or attachments
• Reaction bar: Quick emoji reactions at the bottom

Direct Messages - Two-way conversations

How Direct Messages work

Direct Messages enable private, real-time conversations between you and individual athletes. This is where personalized coaching and feedback happens.

Managing conversations in your Inbox

All athlete messages appear in your main Inbox for centralized management:

Your Inbox shows all athlete messages with timestamps and conversation history

What you see in your Inbox:

• Athlete name (e.g., “Leeann Collins”)
• Message preview and full conversation thread
• Timestamps for each message
• Quick reply box at the bottom
• Archived conversations section

Messages from athletes appear instantly in your Inbox. Athletes receive push notifications when you reply, creating real-time conversation flow.

What athletes can do in Direct Messages

Athletes have robust messaging capabilities:

• Start conversations: Click message button to contact you
• Send text messages: Type and send instantly
• Share media: Upload photos and videos directly
• View history: See complete conversation thread
• Receive notifications: Get alerts for your replies

Athletes can send training videos or progress photos through Direct Messages, making it perfect for technique feedback and progress tracking.

Understanding message privacy

Important: When you send a message to multiple athletes, each receives it as an individual, private message. Athletes cannot see other recipients or their replies.

How mass messages work:

1. You select multiple recipients (tags or individuals)
2. System creates individual message threads
3. Each athlete sees only their personal copy
4. Replies come back as separate conversations
5. Complete privacy maintained between athletes

This design ensures:

• Student privacy: No athlete sees another’s information
• Personalized feel: Each message appears individual
• Clean organization: Separate threads for each conversation
• Easy management: Track individual responses

Push notifications

Automatic activation: Push notifications work instantly with no setup required. Athletes receive alerts for all messages and announcements.

Notification behavior:

• Instant delivery: Messages trigger immediate push notifications
• iOS & Android: Full support on mobile apps
• Web notifications: Available if athlete enables browser notifications
• Smart alerts: Different sounds/badges for announcements vs direct messages
• Offline delivery: Notifications queue when athletes are offline

Attachment capabilities

What you can attach to messages:

Rich attachment options let you share forms, media, products, and scheduling links

Available attachments:

• Forms: Registration, waivers, surveys, feedback forms
• Media: Training videos, technique photos, documents
• Products: Membership packages, training programs, merchandise
• Schedulers: Direct booking links for sessions

What athletes can send you:

• Photos (JPG, PNG) - perfect for form checks
• Videos (MP4, MOV) - ideal for technique review
• Text messages with questions or updates

Best practices for effective communication

Announcement strategies:

• Timing matters: Send during peak app usage (7-9 AM or 6-8 PM)
• Keep it scannable: Use bullet points and short paragraphs
• Clear subject: Start with the main point (e.g., “CANCELLED: Tonight’s Session”)
• Use reactions strategically: “React with 👍 if you’re coming”
• Include actionable attachments: Add booking links or forms when relevant

Direct Message tips:

• Response time: Reply within 24 hours to maintain trust
• Professional tone: Keep conversations appropriate and documented
• Encourage media: Ask for form videos or progress photos
• Personal touch: Use athlete names and reference their goals
• Set boundaries: Establish response hours in your bio

Common questions

Why don't I see a toggle to turn Channels on/off?

Channels is always active by default for all CoachIQ users. There’s no toggle needed - it’s automatically available to all athletes through their portal and to coaches through the Inbox.

Can athletes message each other?

No, and this is intentional. Athletes can only message coaches to ensure:

• Proper supervision and safety
• Privacy protection between athletes
• Prevention of bullying or inappropriate contact
• Maintained professional boundaries

How do I know if an athlete has seen my message?

While there are no read receipts, you can gauge engagement through:

• Emoji reactions on announcements
• Reply messages in direct conversations
• Athletes mentioning they saw your message

What's the difference between In-App and SMS in the message composer?

• In-App: Sends only to the athlete’s portal (free, unlimited)
• SMS: Sends text message to athlete’s phone (uses SMS credits)
• Both: You can select both for important messages

Can I schedule messages to send later?

Currently, messages send immediately. For scheduled communications, consider using Automations to trigger messages based on events or dates.

How long are messages stored?

All messages are permanently stored in both your Inbox and the athlete’s Channels for complete communication history and accountability.

What if an athlete sends inappropriate messages?

You cannot disable messaging for individual athletes, but you can:

• Document the messages (they’re saved automatically)
• Address directly with the athlete and/or parent
• Remove the athlete from your program if necessary
• Report serious issues to appropriate authorities

Pro tips

Create message templates: Save common announcements as drafts in your notes, then copy/paste and customize as needed.

Use emoji reactions for quick polls: “React with 🏀 for basketball, ⚽ for soccer” to gauge interest without creating forms.

Media feedback workflow: Ask athletes to send technique videos via Direct Message on Mondays, then provide feedback by Wednesday.

Tag strategy: Create tags like “Competition Team” or “Beginners” to send targeted announcements efficiently.

Troubleshooting

Messages not delivering:

1. Verify athlete has app installed (for push notifications)
2. Ensure you have their correct contact information
3. Test with a different message type (In-App vs SMS)

Inbox is cluttered:

1. Archive old conversations regularly
2. Use tags to filter active athletes
3. Set up automations for common responses
4. Use announcements instead of individual messages when appropriate