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Outbound chat

Last Update: Oct 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

Agents can initiate chat conversations with authenticated customers that are not actively viewing your site or mobile app using our outbound chat feature. Initiating conversations with a customer is beneficial in instances when you want to share information with them or need them to provide you with additional information. With outbound chat, you can:

  • Send a push notification to a customer's device when you can't reach them via another channel such as, email.
  • Provide updates for events, such as their refund status or a schedule change.
  • Ask a customer to submit additional information you may need, such as proof of identity to activate a new user account.
Who can access this feature?
User typesAdmins can access Chat settings. Agents can send outbound chat messages once the feature is turned on.


For pricing information, see Understand outbound chat billing.

In this article

Turn on feature

  1. Go to Appsand select Chat.
  2. Select the Settings tab and then select Turn on outbound chat.

A customer can receive an outbound chat as long as they have opened your app or website at least once after the setting is turned on.

Note: Outbound chat is only supported on iOS SDK v2.6.0 & higher and Android SDK v2.9.6 & higher.

Send an outbound chat message

You can send outbound chat messages to authenticated customers from directly within the timeline. To do so, select theicon and then select Start new chat . An empty message will open where you can enter the new message.

Note: The Start New Chat button will not appear if the customer is not eligible to receive an outbound chat.

After sending the message, customers that previously initiated chat will receive a push notification on their device, alerting them that they have a new message from an agent.

Send bulk outbound chat messages

You can send outbound chats to a group of customers at once using bulk messaging.

  1. Select Searches and then select New.
  2. Select Customers from the drop-down menu.
  3. Create your search query and then select the customers you want to message.
  4. Select Bulk Message in the toolbar and select the Chat channel.
  5. Once you are done composing your message, select Continue, and then select Send to confirm the bulk message. For more information on the options available, see Bulk Messaging