9bx Connect
Start a chat or message from a record
Open a conversation with a client, lead, contact or ticket requester without leaving their record.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Agents often need to write first: remind a customer of a visit, answer a ticket, follow up a lead. The Message button on a record lets you pick the right channel in one click.
Who can use it
Users who can see the record and have the matching messaging or inbox permission.
Where to find it
On a client, lead, contact or ticket page, look for the Message button. The same record can also show Telegram link (see Opt-outs, WhatsApp and Telegram).
The screen explained
Pressing Message opens a menu. While it looks for channels it says "Looking for channels...".
| Choice | What happens |
|---|---|
| Live chat inbox | Opens the person's existing chat in the Chat inbox. |
| Opens or starts a WhatsApp conversation (the 24-hour rule applies). | |
| Telegram | Opens the Telegram chat, if the person started your bot. |
| Website chat | Continues a website chat. |
| SMS or email | Opens the New message window, see Message log. |
| Continue | Resumes an existing conversation. |
Feedback messages: "Conversation opened." on success, "Could not open the conversation." on failure, and "No chat channel for this person yet." when the person has no way to chat.
Tasks
Write to a client on WhatsApp
- Open the client.
- Press Message → WhatsApp.
- The inbox opens on that chat. If the 24-hour window is closed, send a template.
Send an SMS to a ticket requester
- Open the ticket and press Message → SMS or email.
- Choose a quick template or Write my own, then Send.
Example scenario
A technician at Padma Net Support is delayed. From the ticket she chooses Message → SMS or email, picks the template "Visit running late" and sends it to the customer at +8801711000111.
Tips
- The same person's chat history stays in one thread, whichever record you started from.
Troubleshooting
"No chat channel for this person yet." The record has no phone, email or chat identity. Add a phone number first.
Telegram is not offered. The person must first start your bot from an opt-in link.