How to Respond to Customer Messages and Start a New Conversation

Every conversation in Ignite Funnels has one message box at the bottom of the page. This guide shows how to send a clear, accurate and professional reply, check it was delivered, and start a new conversation with a customer.

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Before you begin

Check you are in the correct account, that your role allows you to reply, and that the channel you need is connected.

Reply to a customer

1. Open the conversation. In Conversations, click the message that needs a reply. Confirm it is the right customer using their name, email, phone number or earlier messages.
2. Read the full history, including earlier replies and internal notes. Identify what the customer is asking and any follow-up already promised. Never reply from the preview alone.
3. Check the channel. Click a channel icon above the message box. You only see channels this contact can be reached on, such as WhatsApp, email, SMS, Facebook and Instagram, Google Business Profile or website chat.
4. Write the reply. Greet the customer, acknowledge their question, give the answer or action, explain the next step and close politely. Do not guess, promise an unapproved outcome or include unnecessary confidential information.
5. Review before sending. Check the customer and channel, that every question is answered, that names, dates, times, prices and links are correct, the next step is clear, and any attachment is the right one.
6. Send once and check the status. Click Send and confirm the message appears in the thread with a status such as Sent, Delivered, Pending, Failed or Undelivered. If it fails, check the error, the customer's details, the channel connection and any attachment before trying again, so you do not send duplicates.

Example reply: "Hello Amina, thank you for contacting us. Your appointment is confirmed for Tuesday at 10:00 a.m. Please reply if you need to reschedule."

Tip for Kenya: WhatsApp and email are the most reliable ways to reach customers on Kenyan (+254) numbers. SMS to Kenyan numbers is not available at the moment.

Templates and attachments

Use only approved templates and files. Personalise every template, replace all placeholders, and make sure any attachment belongs to this customer before sending.

Add an internal note

Use Internal Note for team-only context, follow-up instructions or escalation details. Confirm you are in Internal Note mode before typing anything sensitive.

Escalate when needed

Escalate when you do not have the permission or information to answer, or when the issue involves billing, refunds, privacy, security, a serious complaint or a technical problem you cannot fix. Add a clear internal note, assign or notify the right team member, and tell the customer what happens next. Do not promise a specific outcome or deadline unless it has been approved.

Start a new conversation

1. In Conversations, click Create New Message (next to the filter icon by the search bar).
2. Type the customer's name. If they are already a contact, their number and email fill in automatically.
3. For a new customer, enter their phone number in international format, for example +254 712 345 678.
4. Pick a saved template or write your own message, then send.

WhatsApp has its own rules: you can only start a new WhatsApp chat with an approved template. Free-form replies are allowed within 24 hours of the customer's last message.

Common issues

• Send button unavailable: check the recipient, channel and your permissions.
• Message failed: review the error and channel connection before retrying.
• Wrong template or attachment: remove it before sending and choose the right one.
• You cannot answer accurately: add an internal note and escalate.
• Message sent to the wrong customer: tell an administrator straight away.

Frequently asked questions

Can I reply without reading earlier messages?

No. Always read the full conversation first.

Can I use a template without editing it?

Only if every detail applies. Always check names, placeholders, dates, links and instructions.

What if I do not know the answer?

Do not guess. Escalate to the right team member.

How do I know the message was delivered?

Check the delivery status shown on the message in the thread.

Related guides

• How to Navigate Conversations
• How to Reply to Facebook and Instagram Messages
• How to Send an Email from Conversations
• Understanding User Roles and Permissions

Need help?

Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.