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

# Start a conversation from a contact

> Learn how to open a conversation with an existing contact directly from your Kero Contacts list.

You can start a conversation with an existing contact directly from your Contacts list in Kero.

This allows you to move from a contact's details to the Inbox without having to search for the recipient again.

## Before you begin

Make sure that:

* The contact exists in your Kero account.
* The contact has a valid mobile number.
* You have a messaging channel configured for the communication you want to send.
* You have the appropriate consent or other lawful basis to contact the recipient.

> [!NOTE]
>
> Available messaging options depend on your configured Agents, the recipient's channel availability and any applicable messaging restrictions.
>
> For example, WhatsApp may require an approved message template when contacting a recipient outside an active customer service window.

## Start a conversation

**1. Open Contacts**

From the Kero navigation menu, select **Contacts**.

**2. Find your contact**

Use **Search** to locate the contact you want to communicate with.

You can search using the contact's name, mobile number or email address.

**3. Open the contact details**

Click the contact to open their details in the panel on the right-hand side of the Contacts page.

**4. Open the conversation**

Click the **conversation icon** in the contact details panel, next to **Update**.

Kero opens the conversation in the **Inbox**.

**5. Continue in the Inbox**

Review the conversation and use the available messaging options to communicate with the contact.

The messages you can send depend on the configured channel and any applicable messaging requirements.

![Kero contact details panel showing the conversation icon used to open the Inbox](https://mintcdn.com/kerochat/L2tIdaorPhGFpYEH/images/contacts/contacts-edit.png?fit=max\&auto=format\&n=L2tIdaorPhGFpYEH\&q=85\&s=55f50e79d3d68df1646f080aeaaee1f2)

## If you cannot send a message

Opening a contact's conversation does not necessarily mean that every messaging channel is available for sending.

If you cannot send a message, check the following:

* **Channel configuration** — Make sure the relevant messaging Agent is configured and available.
* **Recipient availability** — The contact must be reachable through the intended channel.
* **WhatsApp messaging rules** — An approved WhatsApp template may be required to initiate or resume a conversation.
* **SMS destination requirements** — Some destinations require sender registration or approval before messages can be sent.
* **Contact details** — Check that the recipient's mobile number is correct.

> [!NOTE]
>
> If a messaging channel is unavailable, check its configuration and sending requirements before trying again.

## Keep contact information up to date

If you notice incorrect contact information while reviewing a conversation, return to **Contacts** to update the contact record.

Keeping mobile numbers and other contact details accurate helps ensure that future communications reach the intended recipient.


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