Multiverse gives you two kinds of support on your programme: your Coach and your Instructor. This article explains who each person is, how to reach them, and why your Instructor does not appear in Coach Chat.
Who Your Coach Is
Your Coach is your main point of contact throughout your apprenticeship. Your Coach supports your progress, your wellbeing, and your overall experience on the programme. You may work with a Launch Coach at the start, then move to a Cohort Coach for the rest of your journey.
Your Coach handles questions about your progress, your goals, your Off-the-Job (OTJ) hours, and any support you need.
Who Your Instructor Is
Your Instructor delivers the technical teaching for your programme. Your Instructor runs your workshops, delivery sessions, and technical drop-ins. Your Instructor is the right person for subject-specific and technical questions about the course content.
How to Message Your Coach
You reach your Coach through Coach Chat, built into The Platform.
Click the chat widget in the top right of any page.
Select your Coach's name.
Click "new topic" to start a conversation.
Your Coach replies within the same timeframe as email, usually within one working day.
Why Your Instructor Is Not in Coach Chat
Coach Chat connects you to your Coach only. Your Instructor does not appear in Coach Chat by design. This is not a fault or a missing person. Coach Chat is built for the coaching relationship, so it shows your assigned Coaches and your cohort announcements.
How to Reach Your Instructor
You reach your Instructor through your delivery sessions, not through Coach Chat.
Use any of these routes:
Ask your question directly in a live workshop or delivery session.
Attend a technical drop-in session if your programme offers one.
Use the booking link (for example, a Calendly link) that your Instructor shares in delivery sessions.
Email your Instructor if your Instructor has signposted email as an option.
If you are not sure how to reach your Instructor, ask your Coach in Coach Chat. Your Coach can point you to the right route.
What to Do If Your Assigned Coach Is Missing
Your assigned Coaches should always appear in Coach Chat. If you cannot see a Coach who should be there, this may be a genuine technical issue.
Refresh the page and check again.
If your Coach is still missing, contact support through the Support Hub.
Do not raise a ticket because your Instructor is missing from Coach Chat. Instructors are not shown there by design.
Frequently Asked Questions
Questions | Answers |
Question: How do I message my Instructor if I cannot see them in Coach Chat? | Answer: You cannot message your Instructor through Coach Chat. Coach Chat connects you to your Coach only. Reach your Instructor through your live workshops, technical drop-in sessions, or a booking link the Instructor shares in delivery sessions. If you are unsure, ask your Coach in Coach Chat for the right route. |
Question: Why can I only see some of my Coaches in Coach Chat? | Answer: Coach Chat shows the Coaches assigned to you. You may see a Launch Coach at the start of your programme and a Cohort Coach later. You will not see your Instructor, because Instructors are not part of Coach Chat by design. |
Question: My Coach is not showing up in Coach Chat. What should I do? | Answer: First, refresh the page and check again. Your assigned Coach should always appear. If the Coach is still missing after a refresh, contact support through the Support Hub, because this may be a genuine technical issue. Do not raise a ticket if the missing person is your Instructor, as Instructors do not appear in Coach Chat. |
Question: Who do I contact for technical questions about my course content? | Answer: Contact your Instructor for technical and subject-specific questions about the course. Your Instructor delivers your workshops and technical sessions. Contact your Coach for questions about your progress, your goals, your Off-the-Job (OTJ) hours, and your overall experience. |
Question: Can my Apprentice Manager contact my Coach for me? | Answer: Communication that involves your Apprentice Manager happens by email, not Coach Chat. Coach Chat is for direct messaging between you, the Apprentice, and your Coach. If your Apprentice Manager needs to be included, ask your Coach to coordinate this by email. |