Coach Chat is your direct line to support, built into every page of the platform. It brings Atlas (your AI Guide) and your coach into one conversation, so you always get the right help at the right time. You can get instant guidance or talk to a person without ever leaving the platform.
How Coach Chat Works With Atlas
Coach Chat and Atlas work together to keep your learning journey moving:
Ask Atlas first: We recommend starting with Atlas for instant answers to common questions about your curriculum, projects, or practical issues.
Seamless handover: If Atlas identifies that a query is too complex, sensitive, or requires human judgement, it will automatically offer to escalate the conversation to your coach.
No repeating yourself: When Atlas hands over to your coach, it provide a conversation summary so your coach can understand your problem immediately without you having to explain it again.
How To Use Coach Chat
Accessing Coach Chat
You can find the chat widget in the top right corner of every page in the learning product.
Starting a New Topic
To message your coach, open the widget, select your coach’s name, and click "New Topic". Organising chats by topic makes it easy for both you and your coach to reference specific advice later.
Response Times
While Atlas provides instant responses, your human coach will typically reply within the same timeframe as an email - usually within 24 hours during working days. If your coach is on leave, you will see an Out of Office (OOO) status with details on who to contact for urgent support.
Notifications
On-platform: You will see a notification badge on the chat widget when you have an unread message.
Email roundups: If you are not logged in, you will receive a daily email summary of any unread messages to ensure you never miss an update.
Privacy and Safety
All chat conversations are retained by Multiverse to provide audit capabilities and ensure the safety and responsible use of the platform.
Important: Coach Chat should not be used for disclosing urgent safeguarding concerns. For these issues, please use the formal Multiverse escalation processes found here.
Key Features
Coach Chat includes several features designed to make your communication clear and effective:
Threaded replies: Keep your conversations organised by replying directly to specific messages.
Rich-text formatting: Use bold, italics, and lists to structure your questions or feedback clearly.
File sharing: Send and receive documents, images, and videos (up to 10MB) directly through the chat.
Message reactions: Use emojis for quick feedback or to acknowledge that you’ve seen a message.
Save for later: Mark important feedback or actions to return to them when you have more time.
Read receipts: See exactly when your messages have been read and when your coach is online.