The chat list shows only contacts who have a conversation. To message anyone else, start a chat from the list.
Before you start
Section titled “Before you start”- A role that can reply to chats. Agents have it by default. Without it, you don’t see the New chat button.
- An approved template, unless the customer wrote to you in the last 24 hours
Start the chat
Section titled “Start the chat”- In Inbox > Chats (opens Soosh in a new tab), click New chat (the + button) next to the search box.
- Optional: type part of a name or number in Search contacts. The list shows up to 30 contacts.
- Click the contact.
Their chat opens. If they haven’t written to you in the last 24 hours, a red bar above the message box offers Send template. Send one as in Reply after the 24-hour window.
Optional: start with a new contact
Section titled “Optional: start with a new contact”If the customer isn’t saved yet:
- Click New chat, then Add a new contact at the bottom of the window.
- Enter their Phone number with the country code, and click Add.
Their chat opens straight away. The form is the one in Add a contact. If you don’t see Add a new contact, your role can’t create contacts. Ask an admin.
Result
Section titled “Result”Once you’ve sent a message, the chat shows in your list like any other.