New dialog
Last updated
The New dialog feature allows agents to initiate contact (write/call) with new customers.
You can start interacting with new customers first through the following Inboxes:
API Inbox (available for WhatsApp and Telegram messengers)
Telegram by phone
Viber by phone
Call
The option is available only if there is a channel from which you can write to a new client first (to do this, you need to activate the Can write first to a new client option in the Inbox settings).
For Inboxes with the Call and Email conversation types, this option is enabled by default.
To initiate a dialog with a client via WhatsApp web api, the following fields must be specified:
Inbox - an Inbox where the ability to write first to a new client from WhatsApp web api is configured (For more details - Inboxes)
Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.
Phone Number
Message
To initiate a dialog with a client via Whatsapp Business, the following fields must be specified:
Inboxes - the channel where the ability to write to the first new client from WhatsApp Business is configured (More - Inboxes)
Team - the team within which the outgoing dialogue should be carried out. The field is optional.
Phone number of the contact
Message
WhatsApp Business uses 24-hour sessions for messaging.
When a customer sends a message to your number, a 24-hour window opens during which you can write free-form messages to your users.
Outside of the 24-hour customer service window, you can only send HSM templates. As soon as the customer replies to the template message, a new 24-hour window for communication opens.
To initiate a dialog with a client via Telegram, the following fields must be specified:
Inbox - an Inbox where the ability to write first to a new client from Telegram is configured (For more details - Telegram by phone)
Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.
Sender's phone number - the phone number from which the sending will be made
Contact - phone number, username, or ChatID
Telegram username starting with @.
ChatID can be found in the Conversation under Conversation Information.
Message
To initiate a dialog with a client via Viber, the following fields must be specified:
Inbox - an Inbox where the ability to write first to a new client from Telegram is configured (For more details - Viber by phone)
Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.
Sender's phone number - the phone number from which the sending will be made
Contact
Message
To initiate a dialog with a client via Email, the following fields must be specified:
Inbox - an Inbox with the conversation type Email
Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.
To - email address of the main recipient(s)
Cc - email addresses of recipients in copy (optional)
Bcc - email addresses of recipients in a blind copy (optional)
To add multiple recipients in the To, Cc, and Bcc fields, separate email addresses with commas.
Subject
Message
To initiate a dialog with a client via Call, the following fields must be specified:
Inbox - an Inbox with the conversation type Call
Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.
Phone Number
