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Sending Messages

What you'll learn
  • How to start a new conversation with a client
  • How to use the Create Conversation dialog
  • How to compose and send messages in an existing conversation
  • What types of content you can send across channels

Sending messages in the Inbox works much like any modern messaging application. You can start entirely new conversations or reply within existing ones.

Starting a new conversation​

To begin a conversation with a client, follow these steps:

  1. Navigate to the Conversas (Conversations) page.
  2. Click the Criar conversa (Create conversation) button in the top toolbar.
  3. The Create Conversation dialog opens with the following elements:
    • Client selector dropdown -- displays the prompt "Selecione o cliente para iniciar" (Select the client to start). Search for and select an existing client from the dropdown list.
    • "+" button -- if the client does not yet exist in your system, click the + button to create a new client record inline, without leaving the dialog.
    • Cancel button -- closes the dialog without creating a conversation.
    • Start Conversation button -- creates the conversation and opens the chat interface.
  4. After selecting (or creating) a client, click Start Conversation.

You are taken directly into the new conversation's chat interface, where you can begin typing messages.

Composing a message in an existing conversation​

  1. Click on any conversation in the conversation list to open it.
  2. The chat interface displays the full message history with the client.
  3. Type your message in the text input field at the bottom of the conversation panel.
  4. Press Enter or click the Send button to deliver your message.

Sending media and files​

In addition to plain text, you can send rich media by clicking the attachment icon in the message input area:

  • Images -- Photos and screenshots (JPG, PNG, GIF)
  • Videos -- Video clips (MP4 and other supported formats)
  • Audio -- Voice recordings or audio files; you can also record a voice message directly using the microphone icon
  • Documents -- PDFs, spreadsheets, Word documents, and other file types

Channel-specific considerations​

Different messaging channels have different capabilities and limitations:

ChannelTextImagesVideosAudioDocumentsNotes
WhatsAppYesYesYesYesYes24-hour messaging window applies; templates required after window expires
InstagramYesYesLimitedLimitedNoSubject to Instagram API restrictions
TelegramYesYesYesYesYesSupports formatted text (bold, italic, etc.)
Web WidgetYesYesNoNoYesCapabilities depend on widget configuration
tip

When starting a new conversation, use the "+" button in the client selector to quickly add a new client without navigating away. This is especially handy when a new lead contacts you and is not yet in your client database.

Next steps​