Clickability service requests: a communication update

Making Communication Clearer and More Transparent on Clickability

By Clickability · Originally published 24 September 2025

A colourful illustration of people, messages and envelopes

Original article and dated context

At Clickability, we’re always improving how participants and providers connect. One of the biggest changes we’ve made recently is around communication—making updates simpler, clearer, and more transparent for everyone involved.

A Simpler Way to Stay Updated

In the past, participants received a separate notification every time one of their three matched providers confirmed they had capacity. While well-intentioned, this often led to clutter and confusion.

Now, we’ve redesigned the process to focus on what really matters:

Immediate first update: Participants are notified as soon as the first provider responds.
Live dashboard: A real-time view where participants can check the status of their request at any time.
Clear summary: A follow-up email a few days later, showing all the providers who accepted and outlining next steps.

This way, participants get the speed they need without the noise—and they can see the full picture in one place.

Building Trust with Reviews

We’ve also added star ratings to both the dashboard and the summary email. This means participants can quickly compare providers not just on availability, but also on the experiences of others.

Why It Matters for Participants and Providers

For participants, it’s about confidence: faster clarity, less inbox clutter, and more information to make the right choice.

For providers, it’s about quality: participants come to them better informed, with realistic expectations, and a clearer sense of fit. This leads to stronger connections and more meaningful service requests.

Part of Our Bigger Commitment

This change is just one of many product improvements designed to make Clickability easier to use, more transparent, and more trustworthy. Whether you’re looking for supports or offering them, our goal is to create a smoother experience at every step.

Try It Out

If you or someone you know needs support, why not give the new system a try? Submit a service request today and see how easy it is to track your matches, compare providers, and take the next step with confidence.

Clickability editorial update: October 2026

What participants can do after a provider responds

Compare the services, access, availability and communication offered before agreeing to start. Ask what the provider will deliver, what it costs and how you can raise concerns. NDIA guidance on choosing providers helps frame that discussion.

Treat ratings as one source of information. If an update is unclear, use the platform’s current help process rather than relying on a historical email schedule.

Make your response useful for the participant’s decision

Confirm the actual services and capacity you have, explain the next step and avoid implying a match is an agreement to purchase. Keep information accessible and respect the person’s preferred contact arrangements.

Questions readers ask

Was the live dashboard flow tested during this refresh?

No. This package retains the historical announcement and requires a current product check before publishing it as instructions.

Does a provider response mean I must choose them?

No. Compare the options and decide what suits you. Official guidance

Find services and compare the responses that matter to you

Tell Clickability the assistance you need. Explore reviewed and rated profiles and confirm availability, communication and fit with the providers you consider.

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