Starting a New Chat with a Customer

The Conversation Inbox in Mercuri CX allows businesses to start a conversation with a customer directly via WhatsApp or SMS.

Demo: How to Start a new conversation with Customer

• Navigate to the Conversation section in the Mercuri CX dashboard.

• Click on the Start Chat icon located in the conversation panel on the left side.

• Next, select the source number based on the communication channel you want to use—WhatsApp or SMS, and click Continue.

• You can either manually enter the customer’s phone number or use the search bar to find an existing contact. After selecting the number, click Continue.

• If you're using WhatsApp as the communication channel, select a pre-approved template from the available list.

• Enter the appropriate values for the variables included in the template, such as the customer’s name or order ID.

• You’ll be able to review the message before sending. If needed, click on Edit Message to make any changes.

• Once satisfied with the message content, click Send to initiate the conversation.