How to start a chat with a customer
Learn how to start a new WhatsApp conversation with a customer from the DoubleTick dashboard, including when you'll need to send a template first.
You can start a conversation with a customer on DoubleTick even if they haven't messaged you first. Since WhatsApp follows a template-based conversation policy, the first message in a fresh conversation has to go out as an approved WhatsApp template. This guide walks you through starting a new chat from the dashboard.
What's covered
Step 1: Log in to your DoubleTick account
Once you log in, you'll land on the Chats section by default. This is where all your existing conversations live, and where you can start new ones.
Step 2: Click the New button At the top of the chat panel, click the green New button. A dropdown appears with two options:
New group
New chat
Select New chat, since you want to reach an individual customer.
Step 3: Enter the customer's phone number Enter the phone number of the customer you want to contact.
By default, the country code is +91 (India).
If the customer is based elsewhere, change the country code first — for example, +971 for the United Arab Emirates.
Then enter the customer's phone number.
Step 4: Select the WhatsApp API number (Send message via) Below the phone number field, the Send message via section shows which WhatsApp API number will send the message.
If your account has only one WABA number, that number is used automatically.
If your account has multiple WABA numbers, you can choose which one sends the message.
If you have multiple WABA numbers, click Change next to the displayed number, search for or select the number you want to use, and then click Confirm.
Step 5: Click Start Chat Once you've entered the phone number and confirmed the sending number, click Start Chat. This opens the chat window for that customer.
Step 6: Send a template message if the conversation window is closed If the 24-hour conversation window is closed, you'll need to send a WhatsApp template message to start the conversation:
Click Send Template in the chat window.
Select the template you want to send.
Map the variables. DoubleTick auto-fills any variable that matches an existing custom field — for example,
{{Name}},{{Phone Number}},{{WhatsApp Name}}, or any custom field you've set up — so you don't have to manually pick the same field every time. Variables with no matching custom field still show the manual picker.Send the template to the customer. Once the template is delivered and the customer replies, the conversation window becomes active.
Template pricing and wallet deduction
No charges are deducted when you send a template message. You’re charged only when the message is successfully delivered to the customer. For example, if a Marketing Template sent to an Indian phone number costs ₹0.99, no charge is applied when the message is sent. The ₹0.99 charge is deducted from your wallet only after the message is delivered. You are not charged for messages that are sent but not delivered. Once the customer replies to your template, a new 24-hour conversation window opens, allowing you to send free-form text, images, documents, and other supported message types without using another template. If the customer doesn’t reply and the window expires, you’ll need to send another approved template to restart the conversation.
Key takeaways
Starting a fresh chat always requires an approved WhatsApp template as the first message.
You can pick which WABA number sends the message if your account has more than one.
DoubleTick auto-fills template variables that match your existing custom fields.
Charges apply only when a template is delivered, not when it's sent.
A customer reply to your template opens a new 24-hour window for free-form messaging.
FAQs
Do I always need a template to start a chat? Yes, if the customer hasn't messaged you within the last 24 hours. WhatsApp requires the first message in a fresh conversation to be an approved template.
What if my account has multiple WhatsApp API numbers? You can choose which number sends the message under Send message via by clicking Change and selecting the number you want.
When am I charged for a template message? Only when it's successfully delivered to the customer — not when it's sent.
What happens if the customer doesn't reply to my template? The conversation window never opens. You'll need to send another approved template to try again.
Does DoubleTick fill in template variables automatically?
Yes, for any variable that matches an existing custom field, such as {{Name}} or {{Phone Number}}. Variables without a matching field still need to be picked manually.
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Understanding the 24-hour conversation window How to manage conversations Navigating the inbox: left panel overview How to assign chats What is WhatsApp opt-in and how to manage it
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