> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/managing-conversations/open-a-conversation.md). # Open a Conversation Opening a conversation allows users to read previous messages, review customer information, and take the required action based on the chat status and user permissions. ### Where to open conversations from Conversations can be opened from different views inside the **Chats** page, such as: * My Chats * Queue * Department * Chatbot The available views and actions may differ depending on the user’s role, permissions, department access, and enabled services. ### Open a New Chat Users can start a new conversation by sending an approved template message to a customer. This is done using the **+** button next to the chat views. Use this option when you need to start a conversation with a customer who does not already have an active chat. #### How to open a new chat To open a new chat: 1. Go to the **Chats** page. 2. Click the **+** button next to the chat views. 3. Enter the customer’s mobile number with the country code. Example: ``` 9665XXXXXXXX ``` 4. Select the approved template message you want to send. 5. Fill in the template variables, if the selected template includes variables. 6. Add an attachment, if the selected template includes an attachment field. 7. Make sure the attachment size is less than 5 MB. 8. Review the message details. 9. Click **Send**. After the template message is sent, the conversation will open in **My Chats** and will be assigned to the agent who sent the template. ### Template Messages and WhatsApp Sessions Template messages are used to start or continue conversations when there is no active customer session. A WhatsApp session is considered open from the last message received from the customer and remains open for 24 hours. If the customer sends another message during that period, the 24-hour session starts again from the latest customer reply. When there is an open session, agents can reply using normal messages or fast responses. If there is no active session, the agent should send an approved template message and wait for the customer to reply. Once the customer replies, the session becomes open, and the agent can continue the conversation using normal messages or fast responses. It is recommended to send only one template message and wait for the customer’s response to avoid disturbing the customer. #### Important Notes Template messages may be charged when sent, unless the message is a utility message sent during an open customer session. If an agent sends a template message and then tries to send a normal message before the customer replies, the normal message will not be delivered because there is no open session yet. In this case, the agent should wait until the customer replies before continuing the conversation with normal messages or fast responses. ### Open a Conversation from My Chats **My Chats** shows conversations assigned to the logged-in user. To open a conversation from My Chats: 1. Go to the **Chats** page. 2. Open the **My Chats** view. 3. Select the customer conversation from the conversation list. 4. The full conversation will open in the chat window. Use this view to continue conversations already assigned to you. ### Open a Conversation from Queue **Queue** shows conversations that are waiting and not assigned to an agent yet. To open a conversation from Queue: 1. Go to the **Chats** page. 2. Open the **Queue** view. 3. Select the waiting conversation. 4. Review the conversation details. 5. Reply to the customer if you want to handle the chat. When an agent replies to a queued conversation, the chat is assigned to that agent and moved to **My Chats**. ### Open a Conversation from Department The **Department** view shows ongoing conversations related to the user’s assigned department. Users with supervisor capabilities can use this view to monitor active conversations and support agents when needed. From the Department view, supervisors may be able to: * Open ongoing conversations * Review the chat history * Leave internal notes for agents * Transfer the chat to another agent * Transfer the chat to another department * Transfer the chat to themselves when needed ### Open a Conversation from Chatbot The **Chatbot** view shows conversations currently handled by the chatbot or conversations that have not yet been transferred to an agent. To open a chatbot conversation: 1. Go to the **Chats** page. 2. Open the **Chatbot** view. 3. Select the chatbot conversation. 4. Review the customer interaction with the bot. If needed, an agent can take over the chatbot conversation before the customer chooses to talk to an agent. To take over the chat, the agent can reply to the customer. Once the agent replies, the conversation will be assigned to that agent and moved to **My Chats**. ### What you can see after opening a conversation After opening a conversation, the chat window may show: * Previous sent and received messages * Customer name or phone number * Customer contact information * Conversation source, such as WhatsApp or website chat widget * Assigned agent * Department * Customer tags * Internal notes * Sent media and attachments * Previous conversations status The available information may differ depending on the setup and permissions. ### What you can do after opening a conversation Depending on the chat status and your permissions, you may be able to: * Reply to the customer * Send a template message * Use fast responses * Attach supported files * Add an internal note * View sent media * Edit customer contact information * Add or update customer tags * Assign or transfer the chat * Close or archive the conversation ### Important Notes If a conversation is already assigned to another agent, you may not be able to reply unless you have the required permission or the chat is transferred to you. If the conversation is still handled by the chatbot, replying to the customer will assign the chat to you and move it to **My Chats**. If the WhatsApp session is closed, you may need to send an approved template message before continuing the conversation. ### Next step After learning how to open a conversation, continue to the **Reply to a Customer** page to learn how to send messages, templates, attachments, and internal notes.