You can initiate a chat and start a conversation as long as the customer's phone number is saved under contact history on the dashboard.

To do this:

1. Go to Settings.

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2. Click on Contacts on the left.

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3. Hover the cursor over the contact to reveal the initiate chat button.

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4. Click on Initiate chat button to assign and start the conversation.

Note: The 24 hour window will already be closed once the chat is assigned. You need to send a template message first. When messages are exchanged between both parties, the 24-hour window will immediately open. Refer to our article on What is 24 hours window?

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5. You also have the option of searching for the contact using a filter.

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Keywords: Existing contact, Initiate chat, Conversation, Contact history.

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