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:
- Email: By default, all new conversations are set to email the customer. Your messages will be sent to the customer’s inbox.
- 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.