Starting a conversation from the Inbox

Send a new email or chat directly from the Inbox to existing users or leads.

Written By Markus from Featurebase

Last updated About 1 month ago

Overview

There may be times when you need to reach out proactively to a specific customer or communicate with a third party (like a vendor or supplier) for assistance.

Featurebase lets you start a new conversation with one or multiple contacts in your workspace, without leaving the Inbox. These conversations can be managed just like any other. You can snooze them, leave internal notes, and use Macros.

How to start a new conversation

To start a new Messenger or email conversation:

  1. Click the + icon on the top left of your Inbox

  2. Select the channel you want to start a conversation on (e.g. email or chat)

  3. Search users by name or email address to contact. If you chose email as a channel, you can also add totally new emails to contact.

  4. Add a subject line

  5. Compose your message (you can use rich formatting and CMD+K for AI drafts and macros)

  6. Click ‘Send’

Good to now: If you select Chat, the message will send an in-app message as well as an email (if the customer is not active in the dashboard)

FAQ