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Starting a new conversation

Writing to someone first from your phone — by number, by a saved contact or from a lead.

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Almost everything in the inbox starts with the customer writing. When you are the one going first — following up a quote, a stock alert, replying to a lead — the path is new conversation.

The three steps

  1. Pick the channel — the number the message goes out from.
  2. Pick the destination — a typed number, a contact from the base or a lead.
  3. Write the first message and send it.
The button
Almost everything starts with the customer writing. When it is the other way round, there is the new conversation button.
The channel
First the channel the message goes out from.
Always with the country code5511999999999, not 11999999999. Without the country code the message fails or goes to another country — and the error shows up as could not send, without saying why.

The first message

Identify yourself in the first lineWhoever receives it does not have your number saved: to them a message arrived from a stranger. Hi Fernanda! This is Aurora Cosméticos, about yesterday's quote settles the first two seconds of suspicion.

The window rule

  • WhatsApp via QR — you write what you want, to whoever you want.
  • Official API (Meta Cloud) — starting a conversation requires an approved template. That is Meta's rule.
  • If the customer wrote within the last 24h, the window is open and free text works either way.
To whom
The destination can be a typed number or a contact from the base.
The first message
Identify yourself right away: whoever receives it does not have your number saved.
Agent permissionNot every agent can start a conversation: it is the Start new conversations switch, set by the administrator. If the button does not appear for someone on the team, that is why — not a missing feature in the app.