Why should I start a new conversation?
Start a new conversation with a contact in Superchat to:
Reach out proactively to customers via Email, SMS, or WhatsApp templates.
Follow up with contacts who haven’t reached out yet.
Who can start a new conversation?
All users can start a new conversations.
Available channels and inboxes depend on:
Which channels your company has added to Superchat.
Which inboxes the user has access to.
Start a New Conversation
1. Click the Pen icon in the Unified Inbox header.
2. Choose a contact:
Search for an existing contact by name, email, or phone number.
Or create a new contact by entering an email address or phone number, then press Enter.
3. Select the channel & inbox:
Pick the channel you want to use (Email, SMS, or WhatsApp template).
Only inboxes you have access to will be shown.
If there’s already an active conversation with that contact, you’ll see a button to jump into it.
The available channels also depend on the contact’s details. For example: if the inbox supports Email, SMS, and WhatsApp, but the contact only has a phone number, then only SMS and WhatsApp will be shown (Email won’t appear because no email address is saved for that contact).
4. Prepare your message:
For Email/SMS → type your message.
For WhatsApp → select an approved WhatsApp template.
Optionally, update contact attributes in the sidebar before sending.
5. Send or schedule:
Click Send to send immediately.
Or use scheduling to send later at a chosen time.
Please note: New conversations are automatically assigned to the user who started them. After sending the first message, you are automatically redirected into that conversation in the Unified Inbox, so you can continue working on it right away.
FAQ
Which channels support outbound conversations?
Which channels support outbound conversations?
Only Email, SMS, and WhatsApp (with templates). All other channels are reply-only.
What if I don’t see the channel I want to use?
What if I don’t see the channel I want to use?
Make sure the channel is connected in Superchat and that you have access to an inbox for that channel.
Can I send a normal WhatsApp message instead of a template?
Can I send a normal WhatsApp message instead of a template?
No. Due to WhatsApp’s rules, outbound conversations must use an approved WhatsApp template.
Can I update contact details before sending?
Can I update contact details before sending?
Yes. In the contact sidebar, you can add or edit attributes before sending your outbound message.