📬New dialog from a contact

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.

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

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.

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

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

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

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

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