How to start a new conversation with a contact that already exists

When to use it

• You want to talk to a contact that already exists in your base, without registering them again
• You want to open a new conversation instead of reusing an old one

Step by step

1. Go to "Contatos" (Contacts) and open the contact (or open the contact panel inside one of their existing conversations).
2. In the contact panel, click "Nova Mensagem" (New Message).
3. In the "Nova conversa" (New conversation) modal, fill in:
   • "Caixa de Entrada" (Inbox) — required. This is the channel the message will go out through.
   • "Mensagem" (Message) — required.
   • "Assunto" (Subject) — required only for email inboxes.
   • "Agente responsável" (Assigned agent), "Time" (Team) and Tags — optional.
4. Click "Enviar mensagem" (Send message).

A new conversation is created linked to the same contact, with no duplicate record.

The inbox is required

Without it, Cloud Chat doesn't know how to reach the contact. The list does not show all of your inboxes — only the ones that contact can be reached through:

• Email — appears if the contact has an email address on file.
• WhatsApp / SMS — appears if they have a phone number on file.
• Web Widget (website chat) — only if the contact is identified in the widget and, on a single-conversation widget, has no active conversation.
• API — always appears.

The message "Não foi possível encontrar uma caixa de entrada" (No inbox could be found)

It means the contact can't be reached through any configured channel. Check whether they have an email address or phone number filled in on their record.