Understanding how Neutrily processes your messages can help set clear expectations and ensure smooth communication with your co-parent. Here’s a breakdown of how our system handles message timelines:
Standard Processing Time
- Messages sent to Sam are typically rewritten and forwarded within 15 minutes during standard operating hours.
- Our system ensures efficiency while maintaining the neutral and constructive tone required for effective co-parenting communication.
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When we message your co-parent, we won’t let you know the message has been sent. You will receive a reply when your co-parent replies.
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Quarantined Messages
- Occasionally, a message may require additional human oversight to ensure it is rewritten appropriately. This is especially true for:
- Messages for Sam instead of your Co-Parent (please avoid doing this; any questions should be sent to [email protected] instead)
- When this happens, your message is placed in a quarantine queue, where a trained specialist reviews it. This process may result in a slight delay, but it ensures the highest quality communication.
Operating Hours
- Standard processing occurs 27/7, but please note our office is open between 9 AM and 6 PM (UK local time), Monday to Friday.
- Quarantined messages will be processed the following working day, but we will inform you of any delays. Premium customers can access 24/7 support via their dedicated emergency line. Please follow our best-practice guides to avoid any problems.
Next: Diary Management (Premium Feature) or Writing Effective Messages
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