Write to a customer first: start a new conversation
Last updated: 1 October 2026 · 4 min read
You can write to a customer from Clomni even if they have not written to you yet. The message goes through the channel you choose.
Steps
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1
Open the new message window
On the Conversations page, click the “New message” icon at the top of the list. You can also open it from the contact's page with “Start conversation”.
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2
To whom and through which channel
In the “To:” field, type at least 2 characters of the contact's name, email or phone number and pick the contact. In the “Via:” field, choose the inbox the message goes out from. For an email channel, the “Subject:”, “Cc:” and “Bcc” fields also appear.
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3
Write and send the message
Write the message and click “Send”. The conversation opens as soon as it is sent. If the channel is set to “Reopen same conversation” and the customer already had a conversation in it, the message goes into that conversation rather than a new one; a resolved one opens again.
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4
On WhatsApp
On a WhatsApp Business (Cloud API) number, a new conversation can only start with an approved template: choose it in the “Select template” field. On a WhatsApp QR number you can write a normal message, but WhatsApp sometimes stops a QR number from starting new chats (see “The first message to a new customer is not sent”).