Create a new conversation

As a Help Scout User, you can create new outgoing messages (just like email) to proactively get in touch with your customers. 

Creating a new conversation

To create a new conversation, open the mailbox you wish to send the message from, and click on the New Conversation button located on the left-hand sidebar. 

Conversations can be categorized as Email or Phone: 

  1. Email: By default, all new conversations are set to email the customer. Your messages will be sent to the customer’s inbox.
  2. Phone: Phone calls are logged as internal conversations only. The customer will not receive an email notification. You’ll notice the editor box change to yellow, indicating that you’re adding a note.

New conversations are kept as part of the customer's history. You can always refer back to these conversations when you interact with the customer again in the future. 

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