Start a new chat

How to Start a New Chat on QuickReply

Agents can initiate conversations with customers across WhatsApp, Instagram, Facebook Messenger, and Live Chat.

Go to the Conversations tab in QuickReply

Click on the [+] icon (known as the Compose WhatsApp Message Button) next to the module heading.

Enter the customer's phone number and continue.

Select a template

Click on "Send a Template" and choose from the pre-approved message templates to send the first message to the customer.

Engage with the customer

After the customer responds, agents can:

• Send text messages, images, documents, and other media files

• Use quick replies and saved responses

• Access customer conversation history

The 24-hour window automatically resets when the customer sends a new message.