💬New dialog

Using the New Conversation function, agents can initiate a chat or call with a new client.

Call first To make the first call, open the Call tab and fill in the following fields:

• Phone number — the number to which the call will be made.

Additionally, you can select:

1. Channel — the channel from which the call will be made

2. Team — the team within which the outgoing conversation should be handled

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Send a message

To send a message first, open the Send Message tab, select the messenger through which you want to send the message, and fill in the required fields specified for sending via that messenger.

You can initiate interaction first with new clients through the following channels:

• API channel (available for WhatsApp and Telegram messengers)

• Telegram number

• Viber number

This option is available only if there is a channel from which you can message a new client first (for this, the Can message new clients first option must be enabled in the Channel settings).

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Write first via WhatsApp Web API

To message a client first via WhatsApp Web API, fill in the following fields:

• Phone number — the number to which the message will be sent

• Message

Additionally, you can select:

1. Channel — the channel from which the message will be sent

2. Team — the team within which the outgoing conversation should be handled

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Write first via WhatsApp Business

To message a client first via WhatsApp Business, fill in the following fields:

• Phone number — the number to which the message will be sent

• Message

Additionally, you can select:

1. Channel — the channel from which the message will be sent

2. Team — the team within which the outgoing conversation should be handled

WhatsApp Business uses 24-hour messaging sessions. When a client sends a message to your number, a 24-hour window opens during which you can send free-form messages to the user. Outside the 24-hour customer service window, you can only send approved HSM templates. Once the client responds to a template message, a new 24-hour communication window opens.

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Write first via Telegram

To message a client first via Telegram, fill in the following fields:

1. Contact details — phone number, username, or ChatID

Telegram username should start with @

ChatID can be found in Conversations under the Conversation Information section

1. Message

Additionally, you can select:

1. Channel — the channel from which the message will be sent

2. Team — the team within which the outgoing conversation should be handled

3. Sender phone number — the phone number from which the message will be sent

If Numbered Telegram is connected via the API Channel, the Sender phone number field will not be displayed

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Write first via Viber

To message a client first via Viber, fill in the following fields:

1. Phone number — the number to which the message will be sent

2. Message

Additionally, you can select:

1. Channel — the channel from which the message will be sent

2. Team — the team within which the outgoing conversation should be handled

3. Sender phone number — the phone number from which the message will be sent