📬New dialog

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

• Email

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.

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New dialog with a client via WhatsApp web api

To initiate a dialog with a client via WhatsApp web api, the following fields must be specified:

1. Inbox - an Inbox where the ability to write first to a new client from WhatsApp web api is configured (For more details - Inboxes)
2. Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.

3. Phone Number

4. Message

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New dialog with a client via WhatsApp Business

To initiate a dialog with a client via Whatsapp Business, the following fields must be specified:

1. Inboxes - the channel where the ability to write to the first new client from WhatsApp Business is configured (More - Inboxes)
2. Team - the team within which the outgoing dialogue should be carried out. The field is optional.

3. Phone number of the contact

4. 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.

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New dialog with a client via Telegram

To initiate a dialog with a client via Telegram, the following fields must be specified:

1. Inbox - an Inbox where the ability to write first to a new client from Telegram is configured (For more details - Telegram by phone)
2. Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.

3. Sender's phone number - the phone number from which the sending will be made

4. Contact - phone number, username, or ChatID

Telegram username starting with @.

ChatID can be found in the Conversation under Conversation Information.

1. Message

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New dialog with a client via Viber

To initiate a dialog with a client via Viber, the following fields must be specified:

1. Inbox - an Inbox where the ability to write first to a new client from Telegram is configured (For more details - Viber by phone)
2. Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.

3. Sender's phone number - the phone number from which the sending will be made

4. Contact

5. Message

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New dialog with a client via Email

To initiate a dialog with a client via Email, the following fields must be specified:

1. Inbox - an Inbox with the conversation type Email

2. Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.

3. To - email address of the main recipient(s)

4. Cc - email addresses of recipients in copy (optional)

5. 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.

1. Subject

2. Message

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New dialog with a client via Call

To initiate a dialog with a client via Call, the following fields must be specified:

1. Inbox - an Inbox with the conversation type Call

2. Team - the team within the framework of which the outgoing dialog should be performed. The field is optional for selection.

3. Phone Number