# Start a New Chat with Customers

Businesses using the DoubleTick WhatsApp API can initiate a conversation with a customer even if the customer has not messaged them first. However, since WhatsApp follows a **template-based conversation policy**, the first message must be sent using an **approved WhatsApp template**.

This guide explains how you can start a new chat with a customer directly from the DoubleTick dashboard.

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#### <mark style="color:$primary;">**Step 1: Log in to Your DoubleTick Account**</mark>

Once you log in to your DoubleTick account, you will automatically land on the **Chats** section.

This section displays all your existing conversations and allows you to manage and start new chats.

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#### <mark style="color:$primary;">**Step 2: Click on the New Button**</mark>

At the top of the chat panel, you will see a **green “New” button**.

Click on this button. A dropdown will appear with two options:

* **New Group**
* **New Chat**

Since we want to start a conversation with an individual customer, select **New Chat**.

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#### <mark style="color:$primary;">**Step 3: Enter the Customer’s Phone Number**</mark>

You will now be prompted to enter the phone number of the customer you want to contact.

By default, the **country code will be +91**, which is the country code for India.

If the customer is located in another country, you can change the country code before entering the phone number. For example, if the customer is based in the United Arab Emirates, you can change the country code to **+971**.

After selecting the correct country code, enter the customer’s phone number.

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#### <mark style="color:$primary;">**Step 4: Select the WhatsApp API Number (Send Message Via)**</mark>

Below the phone number field, you will see the **Send message via** section. This shows the WhatsApp API number through which the message will be sent.

If your account has **only one WABA number**, the message will automatically be sent from that number.

However, if your account has **multiple WABA numbers**, you can choose which number should send the message.

To change the sending number:

1. Click on **Change** next to the displayed number.
2. A pop-up window will appear showing the available API numbers.
3. Search for or select the number you want to use.
4. Click **Confirm**.

Once confirmed, the selected number will be used to initiate the conversation.

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#### <mark style="color:$primary;">**Step 5: Click on Start Chat**</mark>

After entering the phone number and selecting the appropriate sending number, click **Start Chat**.

This will open the chat window for the selected customer.

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#### <mark style="color:$primary;">**Step 6: Send a Template Message if the Conversation Window is Closed**</mark>

If the **24-hour conversation window is closed**, you will need to send a **WhatsApp template message** to initiate the conversation.

To do this:

1. Click on **Send Template** in the chat window.
2. Select the template you want to send.
3. Map the variables.
4. Send the template to the customer.

Once the template is delivered and the customer replies, the conversation window will become active.

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#### <mark style="color:$primary;">**Template Pricing and Wallet Deduction**</mark>

When you send a template message, **no charges are deducted at the time of sending the message**.

The charge is applied **only after the message is successfully delivered to the customer**.

For example:

If you send a **Marketing Template** to a customer with an **Indian phone number**, the charge for that template will be **₹0.99**.

The sequence works as follows:

* **Sent** – The message is sent from your system. No charges are deducted at this stage.
* **Delivered** – Once the template is successfully delivered to the customer, the applicable template charge (for example, ₹0.99 for a marketing template in India) is deducted from your wallet.

This ensures that you are only charged for messages that are successfully delivered.

#### <mark style="color:$primary;">**24-Hour Conversation Window**</mark>

Once the customer **responds to your template message**, a **24-hour conversation window** opens.

During this 24-hour window, you can send **free-form messages** to the customer without using another template. These messages can include text, images, documents, or other supported message types.

If the customer does not reply within 24 hours or the window expires, you will need to send another **approved template message** to restart the conversation.

#### <mark style="color:$primary;">**Summary**</mark>

Using the **New Chat** option in the Chats section, you can quickly start a conversation with any customer by entering their phone number, selecting the appropriate WhatsApp API number, and sending a template message if required. Charges for template messages are applied only after the message is delivered, and once the customer replies, a 24-hour conversation window opens for regular messaging.