First Conversation

This guide helps a new agent send their first outbound message and manage the reply.

Step 1: Open the Agent Inbox

Go to the Agent view and confirm you can see:

• Conversation list
• Message panel
• New button

If you do not have access, ask an admin to review your role and group assignment.

Step 2: Start a new conversation

1. Click New.
2. Select New Conversation.
3. Search and select an existing contact from the Phonebook.
4. Choose an approved WhatsApp template.
5. Fill template variables if required.
6. Send.

Step 3: Wait for customer reply

• If the customer replies, the conversation appears in the inbox flow.
• Take the case if it is unassigned.
• Continue with normal chat messages while inside the 24-hour care window.

Step 4: Use quick tools

During the conversation, agents can:

• Use Quick Replies
• Add conversation tags
• Edit contact notes/attributes
• Transfer or close the conversation

Step 5: If the 24-hour window is closed

When the customer care window expires, free-text sending is restricted by WhatsApp policy. Use an approved template to reopen engagement.

Success checklist

• Conversation created successfully
• Template delivered
• Agent can respond and close/transfer
• Interaction appears in campaign/conversation operational records (when applicable)

Screenshot coming soon.