Outbound Message Management in BoldDesk Chat

The Create Conversation Support feature in BoldDesk allows support agents to proactively initiate direct conversations with customers or contacts using supported messaging channels. This enables teams to deliver timely support, marketing updates, reminders, and engagement messages directly from the BoldDesk platform.

Supported Outbound Messaging Channels

You can send outbound (agent‑initiated) conversations using:

• WhatsApp (Meta Cloud API)
• WhatsApp (Twilio)
• WhatsApp (Gupshup)
• SMS (Twilio)

This proactive communication functionality is essential for timely support, marketing, customer engagement, and notifications.

This ensures compliance with channel‑specific messaging rules.

How to Achieve this in BoldDesk

There are two primary ways to initiate a conversation:

• Via the Chat Module (Outbound Message Management)
• Via the Contact Profile Page

Each method is explained below.

Prerequisite

Before starting to send outbound messages, you must configure the relevant WhatsApp channels or SMS (Twilio). To begin, click on Explore for WhatsApp or SMS. This is the UI for a new Outbound Message Configuration page.

Sending Outbound Messages from the Chat Module

1. Go to Chat Module → Outbound → Outbound Message Management

2. Click Send Proactive Message
   
   

   
   
   
   

Step‑by‑Step: Creating a Proactive Conversation

1. Enter the Message Title
   Helps agents identify the purpose of the outbound message.

2. Select the Source Channel

   • WhatsApp (Meta Cloud / Twilio / Gupshup)
   • SMS (Twilio)

3. Select the Account
   BoldDesk displays accounts associated with the selected provider.

4. Choose Recipients

   • Single Contact
   • Contact Groups (optional)

5. Compose the Message Template

   • WhatsApp → Template message
   • SMS → Plain text

6. Attach a File (optional)

   • Maximum file size: 16 MB

7. Preview the Message

   • Review formatting, content, and recipient details.

8. Click Create

   • Confirms and sends the proactive message.

9. System Creates a New Conversation

   • The conversation is linked to:
     * Selected channel
     * Selected contact

Sending Outbound Messages via Contact Profile

You can also initiate a direct message from a specific user’s profile.

Steps

1. Go to Contacts → Select User → Profile Details
2. Choose one of the following methods:

Method A: “Send Message” Button

• Click the Send Message button at the top-right of the profile.
  
  
  
  
  

Method B: Channel Icon Next to Phone Number

• Click the channel icon displayed next to the user’s registered phone number.
• This option opens the outbound message interface with the user preselected.
  
  
  
  
  

Managing Outbound Conversations

After creating an outbound message, you can monitor its progress in Outbound Message Management.

Data Available in the Listing Page

• Message Title
• Channel (Meta, Twilio, Gupshup)
• Account
• Recipient Phone Number
• Brand
• Sent On
• Status (Pending, Completed, Failed)
• View Details
• Refresh
  
  
  
  
  

View Details Page

Each outbound conversation includes detailed delivery tracking with the following information on the page:

• Search
• Contact Name
• Contact Number
• Sent On
• Delivered On
• Read On
• Delivery Status
• Refresh
• View Message
  
  
  
  This allows full visibility into message performance and delivery outcomes. The messages are also categorized either as All, Pending, Sent, Delivered, Read, or Failed.
  
  
  
  You can use the search icon to navigate relevant messages.
  
  
  
  If you click on the View Message you will see the conversation preview

FAQs

Q1: Can I send any free‑form message via WhatsApp?
No. WhatsApp (Meta, Twilio, Gupshup) requires template messages for outbound conversations.

Q2: Does Twilio SMS support media files?
No. Twilio SMS supports only plain text for proactive messages.

Q3: Can I send a message to multiple contacts at once?
Yes. You can map the contacts to a contact Group and select the entire contact groups.

Q4: Will outbound messages appear in the conversation history?
Yes. Each outbound message creates a new conversation associated with the user and the selected channel.

Q5: Can I track delivery status of my outbound messages?
Yes. You can see Sent, Delivered, Read, and Failed statuses in the message detail view.