Create Outbound Request

An outbound request helps you contact a client without waiting for a new incoming message. Use it to start a new dialog, continue communication in another channel, or create an internal follow-up for the team.

When Needed

  • You need to contact a client proactively.
  • You want to start a new dialog with an existing client.
  • You need to write to a new client by phone number.
  • You need to create a ticket for internal tracking.

What's Important to Know

  • Outbound request - a dialog or ticket initiated by an operator, not by the client.
  • Write to the client - opens a dialog for contacting an existing client or creating a new client contact.
  • Message to a new client - switches the dialog to creating a new client contact.
  • WhatsApp service window - WhatsApp allows regular text replies only within 24 hours after the client's last WhatsApp message. Each new client message restarts this window; operator messages do not extend it.
  • Send template - appears in WhatsApp dialogs when a regular text reply is not available. Use an approved WhatsApp template to start or reopen the conversation.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to OperatorLine via Menu -> OperatorLine.
  • You know the client contact: phone number, chat ID, username, or email.
  • For WhatsApp, the selected bot has an approved template available.

Step-by-Step Instructions

Start a Dialog with an Existing Client

  1. In OperatorLine, open the request creation menu and select "Write to the client".
  2. In the search field, find the client by phone, username, chat ID, or email.
  3. Select the needed client from the list.
  4. If the client already has an active dialog, click "Go to dialogue".
  5. If there is no active dialog, click "Start Dialog".

Start a Dialog with a New Client

  1. In OperatorLine, open the request creation menu and select "Write to the client".
  2. Turn on "Message to a new client".
  3. Enter the client's phone number.
  4. In "Select a channel", choose the channel you want to use. For WhatsApp, choose WhatsApp.
  5. In "Choose bot (direction)", select the bot that will send the message.
  6. Click "Start Dialog".

The dialog opens in the active chat area. Continue from the message field or from the WhatsApp template button, depending on the channel rules.

If the Channel is WhatsApp

  1. After the WhatsApp dialog opens, check the footer of the chat.
  2. If the regular message field is available, type your message and send it as usual.
  3. If you see "Send template" instead of the message field, click it.
  4. In "Templates available for Whatsapp 360 dialog channel", select the approved template.
  5. Check the Preview block.
  6. Fill in Template fields if the template contains placeholders.
  7. If the template has buttons, check Button text and fill Button value only when the template requires a value.
  8. Click "Send".

Until the client replies, regular text messages remain unavailable in this WhatsApp dialog. You can send another approved template if you need to continue the contact before the client responds.

What Happens After

The request appears in the request list and opens as the active chat. For regular channels, you can continue the dialog from the message field.

For WhatsApp, the regular message field becomes available after the client replies. The 24-hour window starts from the client's latest WhatsApp message.

How to Verify It Worked

  • Check that the new request appeared in the request list.
  • Check that the dialog opened in the active chat area.
  • For WhatsApp templates, make sure the template message appeared in the dialog feed and does not show a failed delivery status.
  • After the client replies in WhatsApp, check that the regular message field is available again.

Other Ways

  • You can create a ticket without sending a message to the client. Use this when the issue needs internal tracking.
  • Some requests can be created automatically through scenarios configured by your team.