💬 How to Start a New Chat With Customers

Tickets are at the heart ❤️ of Convers8. They’re your starting point for every customer interaction — whether you’re replying to an incoming WhatsApp message or initiating a conversation using a template. Tickets help you stay organized, track every chat, and ensure no customer slips through the cracks.

In Convers8, you can create tickets manually or automatically from incoming messages. This section covers how to manually create a new outbound ticket, which begins with sending a WhatsApp template message to the customer.

🚀 Start a New Chat With Your Customer

Follow these simple steps to create a new outbound ticket and begin your conversation.

1️⃣ Navigate to My Tickets

From the left-hand sidebar, click My Tickets.

You’ll see the New Ticket button on the left side of the page.

Here’s how to open the New Ticket modal:

2️⃣ Create a New Ticket

Click New Ticket and a modal will open. Fill in the following details:

Subject

Tag (optional)

Customer Name

Phone Number

Once everything looks good, click Next.

3️⃣ Choose a Template

Here’s how to select a template and send your message:

In the next modal, select the WhatsApp template you want to use to initiate the conversation.

If you don’t see any templates available:

• 👉 You’ll get a link to navigate directly to the Templates section.
• 👉 You can follow our guide here to create your first template: Creating Templates in Convers8.

After selecting your template, click Next.

4️⃣ Preview & Fill Template Variables

You’ll now see a preview of the message before sending.

If your template has variables, this is where you fill them in.

The customer name automatically maps to the first variable to save time.

You can edit or adjust anything before sending.

This modal also includes an option to Schedule the message if you prefer to send it later.

When everything is ready → click Send.

🎉 That’s it!

Your ticket is now created, and the customer will receive the template message. Once the customer replies, the ticket becomes fully active and you can chat freely within the 24-hour service window.