# Starting a New Chat with a Customer

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Demo: How to Start a new conversation with Customer
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* Navigate to the **Conversation** section in the Mercuri CX dashboard.&#x20;
* 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.&#x20;
* 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.