Guides

Start Conversation

Start a new SMS or WhatsApp conversation with an existing user or lead from Live Chat.

Start an SMS or WhatsApp conversation with an existing user or lead from Live Chat.

Use a new conversation when you need to reach out proactively to a customer or contact a third party, such as a vendor or supplier. After you send the first message, you can manage the conversation like any other Live Chat conversation: assign it, snooze it, leave internal notes, or export it.

Prerequisites

Start a new conversation

  1. Click the New Conversation icon in the navigation sidebar.

  2. Select the channel you want to use: SMS or WhatsApp.

    New Conversation channel selection for SMS and WhatsApp
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    NOTE

    SMS and WhatsApp senders appear only when they are configured for exclusive use in Live Chat.

  3. Select the number you want to send the message from.

    By default, the message is sent by you. In the Details panel, you can also select who the conversation is assigned to after the message is sent.

    Sender number and assignment options in the Details panel

  4. Enter the user or lead phone number.

    Phone number field for the new conversation recipient

  5. Compose your message.

    Message composer for a new conversation

  6. Optional: If you selected WhatsApp, choose the WhatsApp message template to send.

    After you select a template, Live Chat displays the fields that were configured when the template was created. You cannot edit WhatsApp message template fields in Live Chat.

    WhatsApp message template selection in Live Chat
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    NOTE

    Agents can only select pre-approved WhatsApp message templates that were created in Communications Platform. Agents cannot create or edit WhatsApp message templates in Live Chat.

  7. Click Send.

    If you selected WhatsApp, the customer receives the selected message template as a WhatsApp message.