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Start a conversation when the team needs to message a customer or coordinate around a customer thread from Connect360. New Conversation button

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Open The Form

  1. Open Connect360.
  2. Go to Chats.
  3. Click the new conversation button beside the chat title.
New conversation form

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Fill The Conversation

Add a clear conversation name first. Use something staff can recognize later, such as the customer name, order topic, or campaign follow-up. Choose a customer when the chat should connect to a customer profile. This helps the help sidebar show customer context and keeps future campaigns or reports easier to understand. Add workspace members when more than one teammate should participate. Add channels when the conversation needs to send through a specific messaging route.

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After Creating

After saving, open the conversation from the chat list. Join the conversation before replying if the screen asks you to join. If no channel is connected yet, create the conversation as an internal thread first, then connect a channel from Connect A Channel.