Start a New Conversation

Overview

The Start New Conversation feature allows agents to proactively create a conversation with a contact directly from the Chats page, without waiting for the contact to send the first message.

You can start conversations using supported channels such as:

• WhatsApp Business API
• WhatsApp Lite

Create a New Conversation

Step 1: Open the Start New Conversation Window

From the Chats page, click the + icon located at the top of the conversation list.

The Start New Conversation window will open.

Step 2: Select a Contact

In the Contact field, search for an existing contact using:

• Name
• Phone number

Then select the desired contact from the list.

If the contact does not exist, click Create New Contact to add a new contact directly from the same window.

Step 3: Select a Channel

In the Channel field, choose the channel you want to use for the conversation.

All channels connected to your workspace are displayed in the list.

Step 4: Create the Conversation

After selecting a contact and channel, click Create & Open Conversation.

The conversation will be created and opened immediately in the chat panel.

Create a New Contact While Starting a Conversation

If the contact does not already exist, you can create it without leaving the Start New Conversation window.

Click Create New Contact and provide the required information:

• Name
• Phone Number

You can also optionally add:

• Email Address
• Assignee
• Tags

After the contact is created, it will be automatically selected in the conversation form.

Edit a Contact

If you need to update a contact before starting the conversation, click Edit next to the selected contact.

You can update:

• Name
• Phone Number
• Email Address
• Assignee
• Tags

After saving your changes, the updated information will be reflected immediately in the conversation form.

Starting a Conversation with WhatsApp Lite

When using WhatsApp Lite:

• The message composer is available immediately.
• You can send messages right away.
• No template message is required.

Starting a Conversation with WhatsApp Business API

When using WhatsApp Business API, outbound conversations must begin with an approved WhatsApp template message.

After creating the conversation:

1. Click Send Template.
2. Select an approved template.
3. Send the template to the contact.

Once the contact replies, the 24-hour customer service window opens and you can send regular messages.

Sending a Template Message

Clicking Send Template opens the WhatsApp Templates window.

From there, you can:

• Browse available templates
• Preview template content
• Select a template
• Send the template directly to the contact

WhatsApp Business API Conversation States

No Template Sent

The conversation has been created, but no template has been sent yet.

You cannot send regular messages until an approved template is sent.

Template Sent

The template has been sent and the system is waiting for a reply from the contact.

Regular messages remain unavailable until the contact replies or another template is sent.

Contact Replied

Once the contact sends a reply, the 24-hour conversation window opens automatically.

You can then send messages normally during that period.