Sending Messages to Clients

You can send outgoing messages to:

• An existing client that contacted you themselves. The client shouldn’t be blocked, and they must have no active thread when you send them a message. If the client has their email specified and this channel is enabled in the system, you can send an email even if there is an active thread.
• A new client via WhatsApp, Viber, email, in an authorized web chat and a chat in a mobile application (provided that this channel is enabled for your stand), by an external identifier in a web widget or in a mobile application.

You can send outgoing messages in the following formats:

• text messages;
• text messages with attachments of acceptable format and size;
• attachments of acceptable format and size;
• template messages for WhatsApp and Viber channels (if necessary, the template may contain a title and signature in text format).

Sending Messages via Selected Channel

1. In the Threads list on the History tab, click a thread in which you want to send a message. Note that the thread must be closed (that is, it must have the Closed status).
2. In the thread header, click Thread actions and select Message client.
3. If several channels are available, select the one you would like to use to send the message.
4. Enter the text of your message and add attachments, if necessary.
   
   
5. Click Send.
   
   The system sends the message from your name (as a supervisor) and displays it marked as Outgoing in the thread with the client.
   
   

Sending Emails

1. In the Threads list on the History tab, click a thread with the client you want to send an email to. Note there must be an email address specified in the client profile.
2. In the thread header, click Thread actions and select Message client.
3. If several channels are available, select E-mail message from the drop-down.
4. Click Select a sender and select an email connected to the system from which the client will receive this email.
5. Specify the email subject.
6. If necessary, add addresses if the bcc recipient(s) in the respective field.
   
   You and agents can see the information about the bcc, but the clients cannot. Further, when you, other supervisor, or agent opens the chat history with this client, the information about the bcc and its recipient(s) will be displayed there.
7. Enter your message in the Your message field.
   
   
8. Send the email.