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# Initiate a New Conversation

### What is Conversation?

Conversation with a recipient is a thread of message exchange between the user and the recipient. Conversation can be viewed by selecting one contact from the list in the inbox. The conversation gives a holistic view of all of the interactions with the user across your business. With this, the users have the context and history they need for a better conversation.

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All the messages sent or received on the mobile application are synced to your Zoho CRM and vice versa.

* User can check the message delivery status in the thread as per the following indicators:

  * **Single tick**: message submitted
  * **Double tick**: message delivered
  * **Error icon**: message failed

### Initiate New Conversation

You can initiate a new conversation using an existing Zoho CRM customer record or type in a Number directly without adding the same in Zoho CRM.

To initiate a message with a customer, whose record is available in Zoho CRM, follow the below steps –

1. Select Zoho CRM **Module** to which the customer record belongs
2. Select the **Phone field**, the field which has the phone number/mobile number of the customer, in the selected Module
3. Type in your name in the **Full Name** field. (Customer suggestions are displayed while typing a name)
4. Select the Country Code (ISD Code) from the dropdown and type in the **Number. For example, Select 1 for USA and type in 85\*\*\*\*\*\*\*\***. (This is auto-populated if a Customer record is selected from existing Zoho CRM records)
5. Select **Sender ID**
6. Type in a **Message** or use pre-defined **Templates** to converse.  You can search from the available Conversation type templates for the selected Channel.
7. You can add **Media files** and **Emoticons** to your message
8. Click on the **’Send’** button

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If you are initiating a conversation with a customer via WhatsApp channel, you can send a registered WhatsApp template. Make sure that you have already uploaded the consent of the customer in Consent Management.

If you send a custom message or select a non-registered WhatsApp template, you can get an error in case the Customer Care Window of 24hours with that customer is closed.

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