New
Message a customer who has not written to you yet
The Message button on the customer page opens the conversation through a connected channel even if the customer never wrote.
On a customer page you can now tap "Message" even if they have never written to you: the empty conversation opens in the inbox and you write the message there.
What changes
- The button shows up when a channel is connected and the customer has what it needs: a valid phone number for WhatsApp, or a Telegram user who already wrote to the bot.
- If the customer already has conversations, the most recent channel opens; with more than one channel you can choose.
- With no usable channel, the button is hidden.
- Instagram and web chat cannot start a conversation: they can only reply.
First contact from the customer profile
“Message” opens an empty conversation when a connected channel has a routable recipient. Opening sends nothing. Telegram needs a user who has already messaged the bot; a phone number is not a bot recipient.
- WhatsApp Cloud (official): free text requires a 24-hour window opened by an incoming customer message. Opening a conversation does not open that window. Outside it, an approved template is required; this button does not send templates.
- WAHooks (unofficial): allows first-contact text without the official window. The panel warns before opening: the number may be blocked; avoid unsolicited messages. New cold openings have a limit per project and UTC day (20 by default). Reopening the same conversation does not use quota; when the limit is reached, wait until the next day. This limit does not eliminate the risk of blocking.
- Instagram: cold opening is not implemented. Web chat: only replies to the visitor.