Reach out to a customer first by starting a new email thread from your Inbox. The reply lands in the same conversation view as any inbound message, so the whole exchange stays in one place.
How to get there: Open the Inbox in the top menu and click New message in the left sidebar.
Overview
The New message flow lets you email a customer straight from your Inbox instead of switching to your regular email tool. You pick who it goes to, choose which email address it sends from, write your message, and hit Send. The conversation shows up in the Inbox right away, and any replies come back to the same thread.
Sending a New Message
Step 1: Open the compose window
- Go to your Inbox
- Click New message in the left sidebar. On mobile, open the sidebar first, then tap New message.
Step 2: Pick the recipient
You have two ways to choose who the message goes to:
- Existing contact: start typing the person's name or email in the To field. Boei searches your contacts and shows matches. Click the one you want.
- New email address: type a full email address into the To field. Boei will save the address as a new contact when you send.
Step 3: Pick the channel to send from
Under Via, choose which of your email channels the message should go out on. If you only have one email channel, Boei picks it for you.
Step 4: Write the subject and message
- Fill in a Subject so the recipient sees a clear line in their inbox
- Type your Message in the body
Step 5: Send
Click Send. Boei creates the conversation and opens it so you can keep working on it or wait for the reply.
What About WhatsApp, SMS, and Other Channels?
Right now, starting a new conversation from the Inbox works for email channels only. WhatsApp, SMS, Telegram, Tidio, and live chat are still visible in the Via dropdown so you can see everything you have set up, but Send stays disabled and a note explains that new conversations on that channel are not supported yet.
You can still reply to existing WhatsApp, SMS, Telegram, Tidio, and live chat conversations as normal. This limit only applies to starting fresh threads.
Who Can Send
- Admins and agents can start new conversations
- Viewers cannot start new conversations (they can still read the Inbox)
- Collaborators inherit the email channels of the account owner they are attached to
What Happens Next
- The new conversation appears in your Inbox immediately
- The recipient receives the message from your chosen email channel
- Any reply comes back to the same thread, so you and your team see the full history
- If you sent to a new email address, Boei saves it as a contact so you can find and reuse it next time
Tips
- Use a clear subject line, especially if the customer has never emailed you before
- Assign the new conversation to a teammate right after sending if someone else should handle the reply
- If you cannot see New message, ask an admin to grant you agent access