# Start a chat with a contact

> Message a saved contact, or a new one, who isn't in your chat list yet.

Source: https://docs.soosh.io/guides/inbox/start-a-chat/

The chat list shows only contacts who have a conversation. To message anyone
else, start a chat from the list.

## 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](https://docs.soosh.io/guides/templates/get-a-template-approved/), unless the customer wrote to you in the last 24 hours

## Start the chat

1. In [**Inbox > Chats**](https://app.soosh.io/chat), click **New chat** (the **+** button) next to the search box.
2. Optional: type part of a name or number in **Search contacts**. The list shows up to 30 contacts.
3. Click the contact.

*Video: Ravi clicks New chat, types Rahul in Search contacts and clicks Rahul Verma, whose chat opens*

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](https://docs.soosh.io/guides/inbox/reply-after-the-24-hour-window/).

## Optional: start with a new contact

If the customer isn't saved yet:

1. Click **New chat**, then **Add a new contact** at the bottom of the window.
2. 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](https://docs.soosh.io/guides/contacts/add-a-contact/). If you don't see **Add a
new contact**, your role can't create contacts. Ask an admin.

## Result

Once you've sent a message, the chat shows in your list like any other.

## Related

- [Add a contact](https://docs.soosh.io/guides/contacts/add-a-contact/)
- [Search chats and contacts](https://docs.soosh.io/guides/inbox/search-chats-and-contacts/)
- [The 24-hour window](https://docs.soosh.io/concepts/the-24-hour-window/)