> For the complete documentation index, see [llms.txt](https://docs.mercuri.cx/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mercuri.cx/integrations-guide/pipedrive/using-mercuri-in-pipedrive/accessing-the-conversation-inbox-and-sending-messages.md).

# Accessing the Conversation Inbox & Sending Messages

With Mercuri CX integrated into Pipedrive, you can easily view and respond to customer conversations. There are **two ways** to access the conversation inbox:

1. [**From Header Panel** (Common Inbox)](#access-mercuris-common-inbox-from-the-header-panel)
2. [**From Deals or Contacts Page** (Individual Chats)](#accessing-individual-chats)

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### <mark style="color:blue;">Accessing individual chats</mark>

Mercuri CX allows you to view and manage customer conversations directly from **Deals** or **Contacts** pages in Pipedrive. This ensures that all interactions are tied to the customer record, giving you full context while engaging with them.

#### 1. Accessing from the Deals Page

{% embed url="<https://youtu.be/wAnMDUBwDHY>" %}

**Steps to Start a Conversation from the ClickDeals page**

1. Go to the **Deals** section in Pipedrive.
2. Open the deal where you want to communicate with the contact.
3. In the left-side panel, click on **Send Message**.
4. The contact’s number will automatically be pre-filled.
5. Select the communication channel you want to use.
6. For **WhatsApp communication**, choose a message template from the list.
   * If the template contains variables (e.g., customer name, order ID), you’ll be prompted to fill them before sending.
   * Note: If the conversation window is closed, you can only initiate a new chat using approved WhatsApp templates.
7. Once ready, click **Send**.

***

2. **Accessing from the Contacts page**

{% embed url="<https://youtu.be/8DJubNjt3Bg>" %}

**Steps to start a conversation from the Contacts page**

* Go to the **Contacts** section in Pipedrive.
* Cick on the Contact with whom you want to start the conversation.
* In the left-side panel, click on **Send Message**.
* The contact’s number will automatically be pre-filled.
* Select the communication channel you want to use.
* For **WhatsApp communication**, choose a message template from the list.
  * If the template contains variables (e.g., customer name, order ID), you’ll be prompted to fill them before sending.
  * Note: If the conversation window is closed, you can only initiate a new chat using approved WhatsApp templates.
* Once ready, click **Send**.

***

**Key Features:**

* Maintain a record of all conversations linked to a specific deal.
* Save time by using pre-approved WhatsApp templates.
* Enhance sales workflows with integrated messaging.

***

### <mark style="color:blue;">Access Mercuri's common Inbox from the header panel</mark>

**Steps to Start a Conversation:**

1. Click on the **Mercuri SMS & WhatsApp** icon in the top navigation bar.
2. The Mercuri Inbox will open, displaying all conversations.
3. Click **Start chat** icon in the right corner of the Mercuri inbox to start a new conversation.
4. Select the recipient’s **phone number**.
5. Choose the **communication channel** (SMS or WhatsApp).
6. Type the message or select the pre-approved template and hit **Send**.

**Key Features:**

* Quickly view all active and closed conversations.
* Search for past messages using the search bar.
* Manage message notifications in real time.