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Add a new conversation

Last Update: Oct 2024 Est. Read Time:
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When you are viewing a customer's timeline, you can add a new conversation by hovering over the Composeicon. You will see up to three options based upon the existing channels on record for that customer's profile.

The available icons are:

  • Compose New Email 
  • Compose New SMS
  • Post New Note

In this article

Compose a new email or SMS

Note: If you don't see an option to compose an email or SMS, select Customer Profile in the toolbar to update the customer's contact information.

When you select either compose option, an empty message will open where you can enter information such as the conversation subject and the new message itself. For example, if you choose Compose New Email, the following screen opens.

Here, you can write your message, edit who it is going to, and more. Then, use Send to deliver the message with various sending options. For more information, see Respond to conversations.

Post a new note

You can add a new internal note in the customer's timeline by selecting Post New Note. Notes are only made visible to your team members, and are not shared with customers.

Specify the note's subject and body using the fields provided. Then, select Create note to send it.