Manage conversations from the staff app

Messages lets staff support families and take part in groups from their mobile. The inbox brings both together: starting a direct conversation depends on your communication permission; seeing a group depends on whether you are a member or belong to a linked team.

Before you start

Select the correct club and check that the subject should be handled individually. Use an announcement for general information. Keep a professional tone and limit personal details to what is needed.

The Send messages to families permission lets you view, start and reply to individual conversations. Dashboard access does not replace this permission. If an administrator removes it, once the app receives updated permissions, tickets, previews and their counter disappear, even if they were saved from an earlier visit. An open ticket or New message stops showing content and send controls; opening its address does not enable them. Groups you still belong to remain available. If you are offline, the app needs to reconnect to receive the change.

Step by step

1. Open the unified inbox

Open Messages from the bottom navigation on mobile or the sidebar on a tablet. It appears if you have permission for individual conversations or belong to a group. Groups have a square image and direct conversations a round avatar. Check activity and pending items, then open the correct thread before replying.

2. Start a conversation

Select New message. First choose a team, then an athlete from its roster. The app shows the linked guardians who can receive the conversation.

3. Choose the recipient and subject

Confirm the right guardian, especially when there is more than one. Enter a subject that identifies the case and an initial message with the essential information.

If your access to the team or recipients is removed while you are preparing the message and the app receives that denial, saved names stop appearing and Send is disabled. Ask an administrator to check your assignment, then choose a team, athlete and guardian you can access. A temporary connection error keeps previously authorised information; reconnect before sending.

4. Continue in the thread

After sending, the app opens the conversation. Read replies in order and use the box at the bottom to continue. Wait for confirmation before leaving the screen.

To send a file, select the paperclip to the left of the message box and choose one or more files from your phone. Each file uploads when you select it and appears as a label above the box; select its cross to remove it before sending. You can attach up to five files to one message, each no larger than 10 MB, in image format (JPG, PNG, WebP), PDF or Office document (Word, Excel, PowerPoint). A message can contain attachments only, with no text. The send button becomes active when uploads finish. The family opens files from their app, as they do in groups.

To return to the inbox, select the arrow in the upper-left corner. This also works if you opened the ticket from a notification or direct link. The bottom navigation remains available in individual conversations (on a tablet, the sidebar does): select Messages to open the inbox or another app section.

5. Escalate when needed

If the case requires administrative permissions, financial information or a club decision, leave the context in the thread and alert the responsible person so they can continue from the dashboard.

Handle messages to the coaching team

Families can write to Coaching team. If the athlete has one current team, the message goes to that team’s head coach. If no athlete is selected or several current teams are involved, it goes to the club’s coaches with the head coach role. If there is no current team or available recipient, the manager handles the case.

If you are a recipient and keep your communication permission, the thread appears under Messages even if you do not have dashboard access or it is not linked to an athlete. All recipients can reply in the same thread. Administrators can supervise it and change recipients, priority or status. Dashboard access does not let you read other coaches’ technical tickets.

You will receive an email when the thread opens and a push notification for each family message if notifications are enabled. The link opens the conversation in the correct club. A team change does not automatically change who handles an open thread; leaving the club or losing communication permission does prevent further access. This feature has no country restrictions.

Turn on and check phone alerts

Under Profile → Notifications, turn on Push notifications and allow permission. If they are not active yet, the app reminds you with a notice when you open Home: select Turn on notifications, or Not now to be asked again in 7 days. If you blocked them on your phone, the notice tells you to allow them in its settings.

On iPhone, you need iOS 16.4 or later and must open the app from its home-screen icon. Also check that iOS notification settings allow alerts for Clybo’ Staff and that a Focus mode is not silencing them. To activate notifications the first time, tap the control and grant permission; the app cannot do this for you.

The app checks device registration when it opens, when you change clubs, reconnect or return to the foreground. If it cannot confirm the registration, the switch appears off and Profile shows an error. Reconnect and turn Push notifications on again. You do not need to reinstall the app or delete a subscription that works in your other clubs.

Temporary send failures are retried a limited number of times per device. An alert arriving on your computer does not prevent another attempt on your phone. Immediate delivery also depends on your connection and iOS notification settings; you can view the content under Messages even if no alert appears. If you previously activated notifications with that account in that browser and permission remains granted, the app tries to recover them automatically. It also retries registration if the connection failed during activation. Turning them off under Profile keeps your choice: automatic recovery does not turn them on again.

Signing out cancels that session’s subscription. When you sign back in with the same account, the app may recover your previous preference; a different account does not inherit it. Clearing app data may require a new activation.

If an alert arrives without a sound

The app requests sound alerts, including when a new alert replaces the previous one from the same group. iOS controls the sound that is actually played. Check Settings → Notifications → Clybo’ Staff → Sounds if that option appears, as well as silent mode, alert volume and Focus modes. See Apple’s notification help. The app cannot force sound if the system silences it.

On Android

Enable it under Profile → Notifications → Push notifications. If you use Chrome, also check that the site has permission under Settings → Site settings → Notifications. See Chrome help.

If you receive an alert without sound, open its settings, select Alerting and check the category sound, volume and Do Not Disturb. Some devices reduce repeated alerts. Controls vary by phone, as explained in Android help. The app requests sound but respects system settings.

If something goes wrong

• An alert arrives without sound: check Sounds, silent mode, volume and Focus on iOS.
• Alerts are missing on iPhone: check the installation, permission, Focus mode and Push notifications status under Profile.
• Messages does not appear: check your permission for messages to families and whether you belong to a club group.
• You cannot find an athlete: check the team and your access to its roster.
• There is no guardian to contact: ask an administrator to check family links.
• Sending fails: keep the text, check your connection and try once more.
• A file will not attach: check that it is an image, PDF or Office document and no larger than 10 MB. If its label shows an error, remove it and select the file again.

Next step

For group thread rules, see Take part in groups from the staff app. Administrators handle individual cases with Manage conversations with families.