Initiate New Chat

Methods to initiate a chat with a customer in Inbox

Learn how to start a chat with a customer using 3 methods.

If the contact has sent you a message, it will appear in your Inbox list. You can chat with the customer, transfer an existing conversation to yourself, or you can search for the target user's WhatsApp number and send a WhatsApp template.

Respond to Customer Messages

When a customer sends you a message, you can reply immediately and start a chat conversation.

Through the filter on the left, the conversation list will display open conversations. Select one of the conversations, and the conversation window will expand on the right.

Transfer the Conversation to Yourself

Click the prompt button in the chat box to transfer the conversation to yourself.

Start a Conversation with Any User

If you want to send a message to a contact that is not saved in your Inbox, you can search for them and send a WhatsApp template as the first interaction.

Step 1: Enter the customer's phone number in the search box

Step 2: Click the button below “+ Create a new conversation” to create a new session

Step 3: Select the WhatsApp number to send to

After selection, click “Next”

Step 4: Choose the template to send

Quickly filter templates by category

Step 5: Confirm the template content/set template variables

After confirming, click “Send”