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Starting New Conversations

You can start a new SMS or chat conversation with a client directly from Connie.

Sending a New SMS​

  1. Click "+ New task" or the compose button in the Task Manager area
  2. Select SMS as the channel
  3. Enter the client's phone number
  4. Type your message
  5. Click "Send"

The conversation appears in your Task Queue as an active task. If the client replies, their response shows up in the same conversation thread.

Starting a Webchat or Messaging Conversation​

Webchat and messaging app conversations (WhatsApp, Facebook Messenger) are typically initiated by the client — they reach out to your organization through a chat widget on your website or through their messaging app.

However, depending on your organization's setup, you may be able to initiate outbound messages on some channels. Check with your supervisor about what's available.

Completing an Outbound Message Task​

After your conversation is done:

  1. Click "End Chat" to close the conversation
  2. Select a Disposition (closing code)
  3. Add notes about the conversation
  4. Click "Complete"

Quick Reference​

ActionHow to Do It
Send a new SMS+ New task → SMS → Enter number → Type message → Send
End conversationEnd Chat → Select disposition → Add notes → Complete

Related: Inbound Messages | Transferring Tasks

Need help? Check our FAQ or visit Get Support