What this page is for

Communications let you reach members at the right moment. You choose who should get a message, what they see or hear, and when it goes out—either once, when something happens in the system, or after a waiting period.

This guide explains how those choices behave for real people using the app and the chat, in everyday terms.

Words you will see

Audience (who the message is for)

The rules that decide which members qualify for a message— for example people in a certain step of onboarding or a particular situation. Only members who fit those rules are included.

Channel

Where the message appears: email, text message, push notification, a screen inside the app, or a chat message. One communication can use several channels at the same time.

Send now

A button that tells the system to deliver the message right away to everyone who currently matches the audience.

Three ways messages are timed

Messages fall into three groups. The important part is when the system decides who counts as part of the audience, and when the member actually sees something.

1. One-time messages

You set up the message, choose the audience, and either keep it ready or send it on purpose. Behavior depends on the channel.

Chat and in-app (screen inside the app)

While the message is active, every member who matches the audience will get it the next time they sign in. They do not see it before that.

If you turn the message off or change who it is for before someone has signed in, that change only affects people who have not signed in yet during that time. People who already signed in and already received it are not affected by the change—you are only adjusting what happens for people who have not had their “next sign-in” yet.

Email, text, and push

When you choose Send now, the system sends right away to everyone who matches the audience at that moment. It does not wait for the next sign-in.

2. Event-triggered messages (everything except one-time)

These are tied to something happening in the system—for example a step in a match or another business event.

When that event happens, all channels you configured are sent at that same moment. That includes chat: the chat line is created when the event happens, even though the member may only read it after they sign in again.

The only moment that matters for “who gets it” is when the event fired. If you change the message or the audience after the event already happened, those changes do not undo or alter what was already sent for that event.

3. Delayed messages

Some messages wait for a period of time after a trigger before they go out.

When the waiting time ends and the message is actually sent, the system checks the audience at that moment. So if someone no longer fits the rules when the delay finishes, they will not receive the message—even if they matched earlier.

Quick comparison

Type	When is it decided who receives it?	What to remember
One-time — chat / in-app	Who qualifies is evaluated around each member’s next sign-in while the message is active.	Turning off or changing the message before someone signs in only affects people who have not signed in yet in that period.
One-time — email / text / push	When you tap Send now, using the audience at that instant.	Delivery is immediate for everyone who matches then.
Event-triggered	When the event happens. All channels are sent then; chat is stored then too.	Later edits do not change what already went out for past events.
Delayed	When the delay ends and the message is actually sent.	The audience is checked at send time, not only when the journey started.

Tips

• If you need everyone to get something immediately, use email, text, or push with Send now, or rely on event-triggered sends where the event itself is the “right now” moment.
• If you need chat or in-app content to wait until the member opens the app, remember it is tied to next sign-in for one-time messages, not to the exact minute you clicked save.
• For delayed messages, assume people can drop off the list if their situation changes before the delay ends.