Help Center | tawk.to | Messaging a contact from Contacts

Messaging a contact from Contacts

The instructions below are for desktops and laptops only.

You can start or continue a conversation with a contact directly from their Contacts profile, without switching to the Inbox.

Messaging from Contacts supports the following channels:

SMS
WhatsApp
Telegram
Facebook Messenger

Before you start

Keep the following in mind:

The messaging options available for each contact depend on the inboxes connected to your property and whether the contact already has conversation history on that channel.
Some channels allow you to start a new conversation, while others only allow you to continue an existing one.
Telegram and Facebook Messenger require the contact to message you first before you can continue the conversation.
WhatsApp messaging rules may require an approved message template outside the 24-hour messaging window.

Open a contact profile

1. Log in to your tawk.to account, and select the correct property.

2. Click Contacts on the left navigation bar.

3. Click People in the left submenu.

4. Your contacts will appear in the right panel. Click the contact you want to message.

The contact profile will open with the activity card displayed on the right.

Message a contact

The messaging section at the bottom of the activity card shows the available channels for that contact. Click the channel you want to use.

If a conversation already exists
The existing conversation thread will open directly in Contacts, allowing you to review previous messages and continue the conversation.

If there is no existing conversation
Timelines and Conversations will appear empty if there are no previous conversations with the contact.

The next steps depend on the messaging channel:

SMS: You can start a new conversation.
WhatsApp: You can start a new conversation. In some cases, WhatsApp may require you to use an approved template message first.
Telegram and Facebook Messenger: You can only reply after the contact has messaged you first on that channel.

Send an SMS message

If SMS is available for the contact:

1. Click SMS in the activity card.

2. Select the phone number or SMS inbox you want to use, if prompted.

3. Enter your message.

4. Click Send.

If the contact already has an SMS conversation, your message will appear in the existing thread.

Send a WhatsApp message

If WhatsApp messaging is available for the contact:

1. Click WhatsApp in the activity card.

2. Select the WhatsApp inbox you want to use, if prompted.

3. The next steps depend on the status of the conversation:

If the contact already has an active conversation and the 24-hour messaging window is still open, enter your reply and send the message normally.
If the 24-hour messaging window has closed, click Select Template and choose an approved WhatsApp template before sending your message.

If a WhatsApp conversation already exists, your message will continue in the same conversation thread.

Reply on Telegram or Facebook Messenger

If the contact already has a Telegram or Facebook Messenger conversation:

1. Click Telegram or Messenger in the activity card.

2. Open the conversation.

3. Enter your reply.

4. Click Send.

If there is no existing conversation history, Contacts will show that the contact must message you first before you can continue the conversation on that channel.

View conversation history

When a contact already has conversation history, you can review the full message thread directly in the Conversations tab in Contacts before replying.

This helps you understand the context of the conversation and continue supporting the contact without switching to the Inbox.

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