Start a conversation from Communication and choose whether it belongs to a customer or only to employees.
Start a customer conversation
Open Communication and select New thread.
Keep With customer selected.
Select the customer.
For a business customer, select the required Contact person.
Write the first message.
Choose whether to notify the customer by Email or SMS.
Select Create.
A notification channel is unavailable when the selected customer or contact person does not have valid contact information for it. Creating the conversation sends the first message and opens the new thread.
Start an internal conversation
Select New thread and then Employees.
Select Add participants when colleagues should be included from the beginning. The creator is added automatically.
Enter an optional subject.
Write the first message.
Select Create.
Internal conversations do not have a customer and do not send email or SMS notifications. Only their participants can see the messages.
Start a direct conversation
Select Employees in the inbox.
When no conversation is open, find the colleague under Start internal chat.
Select the colleague.
Between opens the existing direct conversation or starts one with that colleague.