Reach
Trust and admission in Reach
How Reach decides who may write, links chats to real clients and keeps strangers away from client records.
Every channel has an admission rule
Anyone can find a public chat address, so each channel decides who gets through. Open channels accept everyone. Known channels accept identities you have registered for a client. Link channels accept only identities a client has connected with a link code.
A message that is not admitted is held and answered once with a polite explanation. Held messages never create a client record, and your team can review them without exposing any account data.
Web chat on your own STRAX Sites portal is the exception that needs no code at all. The portal session already proves who is signed in, so a signed-in client starts as a linked identity with the highest trust level from the first message.
How a client links a chat
Your app asks for a code
Your portal or app requests a link code for the signed-in client through the application interface.
The client sends it
The client opens the link for their preferred channel, which pre-fills the code in a new chat.
Reach connects the identity
The chat identity is tied to the client record and confirmed with a short reply.
Controls your team keeps
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Blocked identities
Block an identity that is misused; later messages from it are held.
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Opt-out respected
Clients who opt out on a channel receive nothing further there.
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Trust-aware AI
When enabled, the assistant uses a stricter model for unknown clients and only discusses accounts with linked ones.
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