> ## Documentation Index
> Fetch the complete documentation index at: https://docs.z360.biz/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a New Conversation in Z360

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### **Overview**

In Z360, creating new conversations is simple and efficient. Whether you're sending an **email**, making a **phone call**, or sending an **SMS**, this guide will show you how to initiate and send messages across these communication channels effectively.

### **Steps to Create a New Conversation**

#### **Start a New Conversation**

1. **Click New Conversation**\
   From the Z360 dashboard, click on the **New Conversation** button to begin composing a new message.
2. **Select a Channel**\
   Z360 allows you to choose from three communication channels: **Email**, **SMS**, and **Phone Call**. Let’s start with **Email**.

### **Email Conversation**

1. **Choose Your Email Account**\
   Select the **email account** from which you’d like to send the message. This will set the **sender address** for your conversation.
2. **Enter Recipient Email**\
   Enter the **email address** of the recipient to direct the message appropriately.
3. **Reply Options**\
   Choose the type of reply you want to send. You can select:
   * **Simple Reply**: Send a direct response.
   * **Create Ticket**: Turn the conversation into a ticket for tracking.
   * **Send Reminder**: Set a reminder for follow-up.
4. **Enter Email Subject**\
   Provide a **subject** for your email to summarize the content of the message.
5. **Compose the Email Message**\
   Type your **email message** in the body of the email, clearly conveying your information.
6. **Send the Email**\
   Once you're ready, click **Send** to deliver your email to the recipient.

### **SMS Conversation**

1. **Select SMS Conversation**\
   If you prefer to send an SMS, select **SMS** as your conversation type. The process is similar to email, but with a few differences.
2. **Choose Phone Number**\
   Choose the **phone number** from which you’ll be sending the SMS.
3. **Enter Recipient Phone Number**\
   Enter the **phone number** of the recipient to ensure the SMS reaches the right person.
4. **Click Reply for SMS**\
   If you're replying to a previous SMS conversation, click **Reply** to prepare your message response.
5. **Compose SMS Message**\
   Type the content of your **SMS message** in the provided field.
6. **Send the SMS**\
   Click **Send** to deliver your SMS message to the recipient.

### **Phone Call Conversation**

1. **Select Phone Number for Call**\
   To initiate a phone call, choose the **phone number** you’d like to use for the call.
2. **Open the Dialpad**\
   Click **Dialpad** to access the phone keypad for dialing.
3. **Select Country Code**\
   Choose the **country code** for the dialing region to ensure the correct format for the number.
4. **Enter Phone Number Digits**\
   Enter the full **phone number** of the person you wish to call.
5. **Click Dialpad Button**\
   Click the **Dial** button to initiate the call.
6. **Effortless Call in Inbox**\
   Z360 provides a seamless calling experience directly within the Inbox. You can manage your calls without leaving the application.
7. **Switch Between Numbers**\
   If you have multiple numbers, you can switch between them to choose the best number for calling.

#### **Use the Dialpad During a Call**

When a connected call asks you to press a number, use the in-call dialpad to send the requested keypress. This is useful when reaching an external IVR system, entering an extension, or confirming a menu choice during the call.

If the call is routed through your own Z360 IVR menu, test each keypress path from an outside phone after the menu is configured.

### **Conference Calling**

Conference calling lets you bring another person into an active customer call without leaving the Inbox. Use it when a customer needs a specialist, a manager approval, or help from another teammate while the conversation is already in progress.

You can add:

* A teammate from your Z360 workspace
* Another phone number, such as an external specialist or business line

#### **Add a Participant to an Active Call**

1. Start or answer a phone call from the Inbox.
2. While the call is connected, open the **Add Participant** or conference option.
3. Choose whether you want to add a **User** or a **Number**.
4. If adding a user, select the teammate from the list.
5. If adding a number, enter the full phone number, including country code when needed.
6. Confirm the participant and wait while Z360 places the outbound leg of the call.
7. Watch the participant status to confirm whether they are ringing, connected, left, or did not answer.

Once the participant connects, the customer, your teammate or added number, and you can speak in the same call. If the added participant leaves, the original customer call can continue as long as the main call remains active.

#### **Review Conference Call Activity**

After the call, open the conversation details or phone-call thread to review conference participant activity when available. This helps your team understand who joined, whether they connected successfully, and how the call was handled.

### **Tips**

* **Stay Organized**: Use tags or labels for each conversation to stay organized, especially if you manage multiple communication channels.
* **Check Communication History**: All conversations (email, SMS, and phone calls) are stored in Z360, making it easy to track and follow up with contacts.
* **Set Reminders**: Set reminders for follow-up actions after sending an email or SMS, or after a phone call, to ensure timely responses.
* **Use the Dialpad for Menus**: When a phone system asks for a keypress, open the in-call dialpad and enter the requested digit.
* **Use Conference Calling for Live Help**: Add another person when the customer needs expertise or approval during the same call.
* **Watch Participant Status**: Check whether the added participant is ringing, connected, left, or did not answer before continuing the conversation.