Let's say you want to talk to a customer but your conversation was closed because the 24-hour limit has already passed. Read here why conversations expire.

Below, we detail the steps to follow to quickly and easily recontact your customer with the latest news.

Step 1: Search for the customer in the Atom search engine

To access the Customer search engine, you must go to the Customer side menu, and then you can go to the Customer search engine, where you can enter the first name, last name, or phone number.

Step 2: Click on the Send Message button

Then, go to the Send message button that you will find in the upper right part of the screen, as you can see below:. Click there:

Step 3: Select the template you want to send to the customer and you're done!

You will see the following screen, where you must select the template you need for your message and complete all the necessary fields to send it.

In this case, for example, we want to recontact this customer in an abandoned cart scenario, for which we will complete it with the product, the discount and the promotion code that we have to offer.

Once we complete everything, we also select whether we want the response to this conversation to be assigned to a group or bot and click Send!

And that's it! A recontact opportunity and a new sales possibility.

IMPORTANT:

Remember that those conversations that have already finished a management and are now on the bot's side, must be reassigned to an agent to be addressed through a template.