Chat/Communication Hub

The Communication Hub is the central place where all messaging between players and your club is consolidated. Rather than communication being scattered across emails or external tools, everything happens in one place — visible to your admin team, organised by conversation, and always in sync with what players see on their side.

There are three types of communication that flow through the hub.

When players have questions, their first point of contact is PadelGPT, PadelOS's built-in AI assistant. PadelGPT is available directly in the player app and can answer the vast majority of common questions players have — booking policies, how to join an open match, membership details, club information, and more. It looks at real club data to give accurate, contextual answers rather than generic responses.

This means your admin team doesn't need to manually handle every routine query. PadelGPT handles the common questions, freeing up the club to focus on conversations that genuinely need a human response.

Players can send a direct message to your club at any time from the player app. They simply tap the club name and send their message — whether it's a question, a request, or a complaint. These messages come directly into the Communication Hub and appear in your admin message list.

This is the primary channel through which players reach out to club staff, and every message is visible to all admins who have access to the messaging area.

Whenever a group activity is created in PadelOS — an open match, a tournament, or an event — a group chat is automatically created for it. All players who are part of that activity are added to the group, along with the club organiser or admin.

These group chats serve two purposes: players can communicate with each other about the activity (e.g. coordinating arrival times, asking questions), and the club or organiser can send announcements or updates directly to everyone involved. There is no need to manually create groups or message players individually.

On the admin side, all conversations — direct messages from players and activity group chats — appear in a single list. Each conversation shows the player's name, a preview of the last message, and when it was sent.

A conversation is marked as new (unread) as long as the last message in the thread was sent by the player. This means that if a player sends a message and no admin has replied yet, it stays flagged as new — visible to all admins with access — until someone from the club responds. This makes it easy for your team to scan the list and know exactly which conversations still need attention.

Once an admin replies, the conversation is no longer marked as new.

When you open a conversation, the player's profile is shown on the right-hand side. This includes their personal information (rating, gender, date of birth, contact details), their active memberships, and their upcoming bookings. This gives your team the context they need to respond helpfully without having to look the player up separately.

When a conversation has been resolved and no further action is needed, an admin can archive it. Archiving moves the thread out of the main message list and into the Archive folder, keeping your active inbox clean and focused on open conversations.

Archived conversations are never deleted. Admins can open the Archive at any time to review past threads, and any archived conversation can be unarchived to bring it back into the active list if the conversation needs to continue.

Archiving a conversation only affects the admin view. On the player's side, the same chat thread always remains open and accessible. Players can continue to send messages at any time — if they do, the conversation will reappear as new in the admin list, regardless of whether it was previously archived. This ensures players always have a reliable way to reach the club.