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Start a conversation with a customer on another channel available on their profile

From a customer's profile, an Operator starts a new conversation on a different connected channel than the one currently open — restricted to channels the customer has a known identity on, and subject to that channel's own rules for an operator-initiated contact.

When this happens: Operator opens *Elena Vasiliu*'s profile and clicks Start conversation on….

Step by step

  1. 1

    Open *Elena Vasiliu*'s customer profile and clicks Start conversation on….

    Lists only channels for which a ContactChannelIdentity exists for Elena and an Active ChannelConnection of that type exists for the company: *Email* and *Viber* (she has no Instagram or Telegram identity on file).

  2. 2

    Select *Viber*.

    EasyCRM checks Viber's contact-permission rule; the customer has an eligible phone number, so initiation is allowed. EasyCRM opens the composer for a new conversation on that channel.

  3. 3

    Types the first message and sends.

    EasyCRM creates the new Conversation with User, ; the message enters the outbound pipeline.

Other paths

Whatsapp requires a template

Select *WhatsApp* instead. Since there is no open service window, offers only the approved-template composer (FR-16) rather than free text.

Existing open conversation on the target channel

If the customer already has a non-terminal conversation on the selected channel. Offers to open that conversation instead of creating a duplicate.

If something goes wrong

Meta window closed and no template path

If Instagram/Messenger initiation is blocked (no open window, no eligible entry point). The option is shown disabled with the specific reason instead of being offered.

Telegram/viber permission not established

The provider's contact-permission model does not allow an operator-initiated message to this identifier. The option is disabled with the reason; the send is never attempted.

Good to know

  • Only channels the customer has a known identity on are offered. (FR-02, FR-25-019)
  • Each channel's own initiation rule is checked before the composer opens, not after a failed send. (FR-16, FR-17, FR-18, FR-19, FR-20, FR-25-019)