Start a Messaging Session with a Customer on Web Client / Desktop Client

If you need to send customers messages for notifications, marketing campaigns or other purposes, you can proactively start a messaging session.

Note: You can proactively start a messaging session via SMS or WhatsApp messaging channel.

Requirements

PBX Server

Contact system administrator to make sure that PBX server meets the following requirements:

  • PBX Version: 83.20.0.21 or later.
  • Plan: Enterprise Plan or Ultimate Plan
  • Messaging:
    • At least one SMS or WhatsApp messaging channel is set up on PBX.
    • You have been granted with the permission to create message sessions in the channel.
    • To initiate a session via the WhatsApp channel, only WhatsApp-approved message templates can be used. Ensure that the desired templates have been synchronized to the PBX.
Linkus Desktop Client
Make sure that the version of your Linkus Desktop Client meets the following requirement:
  • Windows Desktop: 1.7.3 or later
  • macOS Desktop: 1.7.3 or later

Supported methods

Start a session via an SMS channel

  1. On Linkus Web Client or Desktop Client, go to Chat > External Chat.
  2. Click to add a session.

  3. In the pop-up window, complete the following settings.

    • Session Type: Select SMS.
    • Sender: Select the desired channel number for sending messages.
    • Recipient: Select a country/region code, then enter the recipient number.
  4. Click Create.

    The SMS messaging session is created, you can send massages and chat with your customer.

Start a session via a WhatsApp channel

  1. On Linkus Web Client or Desktop Client, go to Chat > External Chat.
  2. Click to add a session.

  3. In the pop-up window, do as follows:

    • Session Type: Select WhatsApp.
    • Sender: Select the associated phone number for sending messages.
    • Recipient: Select a country/region code, then enter the recipient number.
  4. Click Create.

    The WhatsApp messaging session is created.

  5. In the session, send the desired message template to your customer.
    1. Click WhatsApp Message Template, then search and select the desired template.

    2. If the template includes media or variable placeholders, upload the required media files and fill in specific values for all variables.

      Note:
      • You can preview the final message contents on the right panel.
      • For location information, you can simply paste the Google Maps URL, the system will auto-fill the name and coordinates based on the URL. However, you need to manually enter the detailed address for the {{Address}} variable.

    3. Click Send.