Start a new conversation

Before you start

Every planNeeds: Conversations: Write

1. In the inbox, click New conversation above the list.

2. Pick the person. Use the Contacts tab, or Visitors for people who have chatted on your website. Search by name, email or phone.

3. Pick a channel. Only channels the person can be reached on are shown.

4. Fill in the message:

   • Send from: the address or number to send from, if you have more than one.
   • Subject: needed for email.
   • Message: your text.

5. Click Send.

   You should see the new conversation open, with your message in it.

What can and can’t start a conversation

• WhatsApp: outside the 24-hour window you can only send an approved template. The dialog switches to one for you. See WhatsApp’s 24-hour reply window.
• Messenger and Instagram: the customer has to message you first, so these channels can’t be picked.
• Website visitors: they see your message only if they come back to the website chat in the same browser.
• Phone: with a phone number on your plan and permission to take calls, a Phone call option rings the person straight away.

If the person already has an open conversation, Prativani tells you who has it instead of starting a second one.