> For the complete documentation index, see [llms.txt](https://docs.360dialog.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.360dialog.com/docs/inbox/hosted-inbox/starting-and-reopening-conversations.md).
# Starting and reopening conversations
Reaching a customer when no conversation window is open.
You can type any reply you like while a conversation window is open. When there is no open window — because the customer has never written to you, or because too long has passed since their last message — WhatsApp only accepts an approved **template**.
You do not have to keep track of this. The Inbox knows the state of every conversation and shows it in the chat: an open window has the normal message box, a closed one offers your templates instead.
*See* [*The customer service window*](/docs/inbox/the-customer-service-window.md) *if you want to deeply understand how it works*
## Start a new conversation
Use **New chat** at the top of the chat list, choose **Start a chat with a phone number**, enter the number and select **Start**. Since the customer has not written to you, there is no window — pick a template to open the conversation.
Fill in any variables the template has — a name, an order number, a date — and send.
Once the customer receives it, a new window opens and you can reply freely from there.
## Reopen a closed conversation
Same thing, from inside an existing chat. Open it, send a template, and the conversation is live again.
This is how you follow up: chasing an unpaid quote, confirming a delivery date, checking in after a visit.
## Where templates come from
Templates are created and approved in the Hub, not in the Inbox. The Inbox sends the ones you already have.
To create one, go to [360Dialog Hub](https://app.360dialog.com), **Channels → your channel → Templates** in the Hub and select **New template**. See Templates for the full walkthrough, and [Templates](/docs/resources/templates.md) for what Meta allows in template content.
{% hint style="success" %}
A handful of templates covers most follow-ups: a greeting, an order or booking update, a payment reminder, and a re-engagement message. Approval is not instant, so get those in early — before the afternoon you actually need one.
{% endhint %}
---
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