A configured mode
Direct in-platform communication is the core model. A coordinated flow applies where configured for the Provider. This does not mean every request receives human coordination.
ShifaTH guide
Platform-coordinated conversations
In coordinated mode, authorized coordinators read source messages and write separate platform messages to the intended side.
Source messages have a limited audience
Your source messages are visible to you and authorized coordinators, not the Provider. The Provider’s source messages are visible to its side and authorized coordinators, not you.
The coordinator writes a new message
A coordinator chooses the wording of a separate message to one destination, clearly labeled as a platform message. An available conversation file can be attached; files follow the route of the message carrying them.
The source is preserved
The source is not silently forwarded to the other side. Its original and permitted revisions stay with its source-side record. Coordination does not promise response speed, acceptance or an appointment.