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.
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.
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