About rematching with a new coach

If a participant contacts you and requests a coach rematch, please direct the participant to email the Torch Customer Success team at CS[at]torch.io.

A Torch Experience Manager will archive the participant’s current coaching partnership path and then contact the participant to gather some feedback about their coaching experience. Once the participant’s feedback is received, the Torch Experience Manager will email new coach options to the participant within one to two business days.

Note: You can direct your participants to the Rematch with a new coach help article.

For more information about what happens when a path is archived, see About path template settings: Path template details.