Coach Matching – What You Need to Know

One of the key challenges in delivering coaching at scale is supporting clients who register but do not take immediate action. The automatic coach matching feature is designed to address this by proactively connecting eligible clients with a suitable coach.

The objective is to reduce barriers to entry, encourage early engagement, and help more clients begin their coaching journey. Once matched, clients receive an initial message from the assigned coach, prompting them to book their first session. This early interaction has already led to an increase in first-time bookings and stronger client participation overall.

This article outlines the key information for coaches — including how the matching process works, eligibility criteria, and recommended actions to support a successful match.

The matching process operates in the background without requiring any action from you. When a client becomes eligible, the platform automatically pairs them with a coach from the available pool, based on criteria such as timezone, language, and availability.

Matched clients receive an introductory message on your behalf via the messaging module, along with standard email and/or SMS notifications. At the same time, you receive a private system message informing you of the match.

There are no interface changes required, and you do not need to manually opt in to each match. Your only requirement is to ensure your availability is up to date so you remain in the eligible coach pool.

Clients are matched if they meet all of the following:

Tip: Keeping your calendar availability current is essential to remain eligible for matching.

Clients are under no obligation to continue with the assigned coach. They may choose to book with another coach instead. However, timely and thoughtful follow-up from you can significantly increase the chances of the client engaging.

Your initial message is just the beginning. If the client does not respond or book, we encourage you to follow up — but keep it purposeful and respectful.

Many clients book after the second or third message. To support engagement without overwhelming the client, we recommend a maximum of three follow-up messages, spaced over a few days or weeks.

This approach gives clients room to decide while keeping the door open. After three messages, it’s best to leave the conversation open and allow the client to return when they’re ready.

Reference something from the client’s profile to make your message more relevant.

“Hi [Name], I saw you’re interested in [coaching goal/area]. I’d be happy to support you with that — feel free to use this link to book a session when you’re ready.”

“Hi [Name], I noticed you’re working in [Department/Region]. Coaching can be a useful way to reflect on the next steps in your role — let me know if you’d like to talk.”

Ask a simple, low-pressure question to encourage engagement.

“Hi [Name], I just wanted to check in. No pressure if coaching isn’t a priority right now, but if you’d like to get started, I’m here when you’re ready.”

“Hi [Name], I’ve been holding time in my calendar for new clients from [Company] and wanted to check if you’re still interested. If now’s not the right time, that’s absolutely fine — just let me know either way.”

Let clients know that others in their organisation are using coaching (without sharing personal or identifiable information).

“Hi [Name], I’m currently working with several clients at [Company] who are finding coaching valuable. If you’re curious to explore it too, I’d love to hear what you'd like to focus on.”

Create space for clients to express hesitation, uncertainty, or logistical concerns.

“Hi [Name], I noticed you haven’t responded. If something’s unclear or holding you back from getting started, I’d be happy to help. Sometimes the first step is the hardest — I’m here if you’d like to talk.”

“Hi [Name], if you’re unsure what to expect from coaching or just not sure how to get going, let me know. I’m happy to answer any questions or walk you through the process.”