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.
Step 1: Log in to Your DoubleTick Account
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.
Step 2: Click on the New Button
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.
Step 3: Enter the Customer’s Phone Number
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.
Step 4: Select the WhatsApp API Number (Send Message Via)
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:
Click on Change next to the displayed number.
A pop-up window will appear showing the available API numbers.
Search for or select the number you want to use.
Click Confirm.
Once confirmed, the selected number will be used to initiate the conversation.
Step 5: Click on Start Chat
After entering the phone number and selecting the appropriate sending number, click Start Chat.
This will open the chat window for the selected customer.
Step 6: Send a Template Message if the Conversation Window is Closed
If the 24-hour conversation window is closed, you will need to send a WhatsApp template message to initiate the conversation.
To do this:
Click on Send Template in the chat window.
Select the template you want to send.
Map the variables.
Send the template to the customer.
Once the template is delivered and the customer replies, the conversation window will become active.
Template Pricing and Wallet Deduction
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.
24-Hour Conversation Window
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.
Summary
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.
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