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Initiate a New Chat

Learn how to initiate WhatsApp conversations with customers using 4 easy methods in Mark360.ai.

Initiating a chat on WhatsApp requires the use of pre-approved WhatsApp Templates. You can only message a customer outside the 24-hour window by sending them one of these templates. Once the customer replies, the session becomes interactive for 24 hours.

Prefer Visual Guidance?​

Watch our video tutorial (Coming soon)

Prefer Step-by-Step Instructions?​

Here are 4 ways to initiate a chat with a customer using Mark360.ai:

Start Chat with a Saved Contact​

If the customer is already saved in your Mark360.ai Contacts:

  • Navigate to Dashboard → Whatsapp -> Chats

    Setup Organization

  • Click on the + New

  • Click on the Search Contact icon

  • Select the contact to open the chat window

    Setup Organization

  • In the chat window, click on the ➕ icon.

    Setup Organization

  • The Select Predefined Messages window will open.

  • Switch to the Templates tab to view and choose from the available predefined message templates.

  • Choose a pre-approved WhatsApp Template, fill in required variables, and click Send

    Setup Organization

Templates are required for initiating chats with users who haven’t messaged recently.

Start Chat with a New (Unsaved) Contact​

Want to send a message to a new contact?

  1. Create a New Contact

  • Go to WhatsApp → Chats → + New Button → Create New Contact.

    Setup Organization

  • Enter the required details such as Name, Phone Number, and optional Tags.

    Setup Organization

  1. Save the Contact
  • After entering the details, click Start Conversation to create the new contact.
  1. Send a Template Message

  • Open the chat of the newly added contact.

  • Select and send a Template Message to initiate communication.

This is ideal for leads from external sources, sign-up forms, or events.

Send Individually from Contact List​

If you're browsing through the Contacts section:

  • Find the contact in Contacts
  • Click on Send Message icon
  • Choose a WhatsApp Template, fill in values, and click Send

Respond to Incoming Messages (Interactive Session)​

Once a customer sends a message:

  • You can respond freely within a 24-hour window
  • Use text, images, buttons, or quick replies
  • No template is required within this active session

Conversations within this window are freeform and not template-bound.

Best Practices​

ActionRequirement
Initiate ChatUse approved WhatsApp Template
Ongoing ConversationNo template needed (within 24 hrs)
New Contact OutreachAdd → Send Template → Engage
Session ExpiredMust send Template to reinitiate

Need More Help?​

For help with creating WhatsApp templates or managing contacts:

Contact support@mark360.ai