Choose your channel before you start. Chat reaches customers in the Message Launcher in their account, and email reaches them in their inbox. Chat is the better choice when you need a reply quickly, because the customer sees an in-app notification and will also see an email notification if they're not online.
Start the conversation
To create a conversation and set its channel, work from the Inbox menu.
Click the plus icon in the Inbox menu, then select Conversation.
Click Chat in the message.
Select Email or Chat.
Enter the recipient, the subject, and your message.
Click Send.