Articles on: Inbox

How to create a new conversation

You can start a new conversation from the Inbox whenever you already know who you want to contact.

This is useful for proactive support, follow-ups, or any case where the conversation should start from your side instead of waiting for the customer to write first.

Creating a new conversation is available on all plans.

Create a conversation from the Inbox

To create a conversation manually, you usually need the contact's basic identity details first.

At minimum, prepare:

Customer name
Customer email address

If you use telephony integrations, starting a conversation from a phone number can also be possible depending on the connected channel.

Creation steps

Click Create a new conversation from the Inbox.
Fill in the contact details.
Confirm the creation.
Start sending your first message from the new conversation.

Create a new conversation from the Inbox menu

Fill in the contact details before creating the conversation

You can also start a conversation from a contact profile, which is useful when you want the information to be pre-filled automatically.

Updated on: 19/04/2026

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