Hi Trainerize team,

I’m the owner of an online coaching company with multiple coaches on my team, and this year I’ve run into a recurring issue that’s significantly affecting our client experience and quality control.

Right now, account owners cannot see the messages exchanged between individual coaches and their clients. As our team has grown, this has created a few challenges:

-I cannot monitor response times from my coaches
-I cannot review the quality, tone or accuracy of the support they’re providing
-I cannot step in proactively when a client is struggling because I have no visibility into their communication
-If a coach is sick, on vacation or leaves the team, there’s no way for me to pick up the conversation thread without asking the client to resend things

For a multi-coach business, communication visibility is essential for maintaining the standard of service our clients expect.

Feature request:

Please add a permission level that allows account owners (or selected admins) to view all coach-client message threads. Even a read-only view would be extremely helpful for oversight, client experience and continuity of care.

This would make a massive difference for businesses like ours who are operating at scale with multiple team members.

Thanks for considering this, and I'm happy to provide more context or examples if helpful!