Agent-initiated conversations

Often, agents will reply to conversations initiated by the contact or visitor via the Talk messenger widget or email. However, if required, agents can compose message to start a new conversation with a contact.

To create an agent-initiated conversation:

1. In the top-left section of the inbox, click the compose icon.
2. Search for and select the contact you want to send a message to.
3. Compose and send a message to start the conversation.

The contact will be sent an email with the conversation message, and they can reply via email or the Talk messenger widget.