📌 Messaging – Frequently Asked Questions 

1. Who Can Create a Messaging Channel?

Only users who are part of your organization and have a Snap! Mobile account can be given access to create Messaging channels. This typically includes coaches and administrators (ADs).

If you believe you should have access to create a channel, contact your administrator.

Note: Direct Messaging does not require a user to create a channel. Coaches, parents, and participants can use Direct Messaging to communicate with their applicable groups or rosters.

2. Can I Create a Channel From the Mobile App?

No. Messaging channels can only be created from the web browser version of the Messaging dashboard.

The mobile app is used to access and participate in chats and Direct Messaging, but channels cannot be created from the app.

3. What’s the Difference Between Broadcast and Two-Way Chat?

Use Broadcast for announcements, schedules, reminders, and other information that doesn't require a response.

Use Two-Way Chat when you want members to be able to respond, such as athletes confirming availability.

4. Can Parents and Students Be in the Same Channel?

Yes. When creating a channel, select Students as the audience.

This allows both students and parents to join the same channel.

5. Why Does the System Recommend Selecting “Students” When Both Parents and Students Will Join?

Student accounts have stricter communication settings for safety compliance.

Selecting Students ensures the channel can include both students and parents while maintaining the appropriate communication permissions.

6. Can Parents and Participants Message Coaches Directly?

Yes. Direct Messaging allows parents and participants to communicate directly with their coaches within the Snap! Mobile App or custom FanX App.

Coaches can send Direct Messages to parents, participants, or both, depending on the applicable group or roster.

7. Can Participants Message Other Participants Directly?

No. Participant-to-participant (kid-to-kid) Direct Messaging is not available.

Participants can use Direct Messaging to communicate with their coaches, but they cannot send direct messages to other participants.

8. How Do People Join a Channel?

There are three ways to invite people to a Messaging channel:

• QR Code / Link — Fastest option; great for practices, meetings, or events.
• Email Invite — Best for inviting an individual or small group.
• Import File Upload — Allows you to upload a list of email addresses for bulk invitations.

Direct Messaging does not require users to join a specific channel. Access is based on their applicable group or roster.

9. Why Don’t Athletes or Parents Show Up in the Channel After I Invite Them?

They must first create their Snap! account and log in to the app using the same email address that was invited.

Users should also make sure they are using the latest version of the Snap! Mobile App or their custom FanX App to access Messaging and Direct Messaging.

10. Who Can See Every Channel in the School?

Only Athletic Directors (Admins) have visibility into every Messaging channel within the school.

Coaches can see the channels they create or are added to.

Direct Messaging is available to coaches, parents, and participants based on their applicable groups and rosters.

11. Can an AD Join a Coach’s Channel Anytime?

Yes. ADs have full visibility and can join, edit, or remove members from any channel as needed.

12. Can Coaches Remove Members From a Channel After It’s Created?

Yes, if they are moderators of that channel.

If they are not a moderator, an AD will need to make the change.

13. What Roles Can Be Added as Moderators?

The following roles can be added as moderators:

• Head Coaches
• Assistant Coaches
• Team Managers
• Booster Parents
• ADs

Moderators can send messages, manage members, and change channel settings based on their permissions.

Important: Being a channel moderator does not change Direct Messaging permissions. Direct Messaging is available to coaches, parents, and participants based on their applicable group or roster.

14. Why Can’t I See the Messaging Icon in My App?

There are several possible reasons:

• You haven't been invited to Messaging yet.
• You haven't accepted your invitation and created a Snap! account.
• You're logged in using a different email address than the one that was invited.
• Your app is not running the latest version.

Fix: Ask your AD or administrator to confirm your access and resend your invitation if needed.

If you have any questions about Messaging, please reach out to our support team at support@snapraise.com or at (276) 531-9260.