When your school has General messages included within your subscription the data of parents from your MIS is used for sending them emails and text messages. Additionally, each parent can have an active account within the system, that will allow them to see their kids’ specific calendar, provide their consent, report availability, send absence requests etc.
In order to ensure all previous messages history is kept for a particular parent when they sign up for an account, there is a mechanism allowing you to merge an original account that had been used for sending emails and SMS messages with an active account they create. When you are accepting such a parental request you need to use the Accept and merge action rather than just accepting it. When merging a request with a contact on your account you will need to select a particular record from the list of all your inactive parents.