Start a new conversation (quick compose)

Sometimes your team needs to reach out to a customer first, without waiting for them to start the contact. The new message button (pencil icon, next to the Chats/Calls/SLA tabs) lets you start that conversation in seconds.

Requirements

• You need at least one writable text channel (WhatsApp, SMS, email, Telegram, Instagram, Messenger, or Webchat) and permission to write conversations.
• If the recipient never wrote on WhatsApp before, or more than 24 hours have passed, you'll need an approved template for the first message (Meta doesn't allow free text to start a conversation).

Steps

1. Click the pencil icon next to the tabs above the conversation list.
2. Choose the channel you want to write through.
3. Fill in the identifier field, which changes based on the channel: phone for WhatsApp/SMS, email for mail, username/ID for Telegram, Instagram, Messenger, or Webchat.
4. Confirm. The system finds or creates the contact and conversation, and takes you straight to the chat to start writing.

Example

An agent needs to let a customer know their order is ready, but the customer has never written on WhatsApp. They open new message, pick WhatsApp, enter the customer's phone, and confirm. Since there's no open 24h window, the composer flags that they need to send an approved template first.

Tips

• The button only shows if your workspace has at least one text channel available; if you don't see it, ask your admin.
• You don't type the message at this step — quick compose only opens the conversation; sending happens afterward from the normal composer.