💬New dialog

The New dialog feature allows agents to be the first to write to a new customer.

To be the first to send a message, you need to select the Messenger you want to use and fill in the required fields for sending from this messenger.

You can start interacting with new customers first through the following channels:

  • API channel (available for WhatsApp and Telegram messengers)

  • Telegram by phone

  • Viber by phone

The option is available only if there is a channel from which you can write to the first new client (to do this, you need to activate the Can write first to a new customer option in the Inbox settings).

Write first via WhatsApp web API

In order to write the first to a client in the WhatsApp web API, you need to fill in the following fields:

  1. Phone number - the number to which the call will be made.

  2. Message

Additionally, you can choose:

  • Inbox - the channel from which to send the message

  • Team - the team within which the outgoing dialogue should be carried out.

Write first via WhatsApp Business

In order to write the first to a client in the WhatsApp web API, you need to fill in the following fields:

  1. Phone number - the number to which the call will be made.

  2. Message

Additionally, you can choose:

  • Inbox - the channel from which to send the message

  • Team - the team within which the outgoing dialogue should be carried out.

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.

Write first via Telegram

In order to write the first to a client in the Telegram, you need to fill in the following fields:

  1. Contact - phone number, username or ChatID

Telegram username starting with @.

The ChatID can be found in the Conversation in the Conversation information section.

  1. Message

Additionally, you can choose:

  1. Team - the team within which the outgoing dialogue should be carried out.

  2. Inbox - the channel from which to send the message

  3. Sender's phone number - the phone number from which the message will be sent.

If the Telegram by phone is connected via the API Channel, the Sender's phone number field will not be displayed.

Write first via Viber

In order to write the first to a client in the Viber, you need to fill in the following fields:

  1. Phone number - the number to which the call will be made.

  2. Message

Additionally, you can choose:

  • Inbox - the channel from which to send the message

  • Team - the team within which the outgoing dialogue should be carried out.

  • Sender's phone number - the phone number from which the message will be sent.

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