Composing Outbound Messages

Sometimes you need to reach out to a customer first, rather than waiting for them to contact you. oHallo lets you compose and send outbound messages that create a new conversation thread.

Starting a new conversation

1. Click the New conversation button in the sidebar or at the top of the Conversations page.
2. The compose view opens, ready for you to draft your message.

Selecting a recipient

In the compose view, you need to specify who you are writing to:

• Existing contact — Start typing a name or email address and oHallo will suggest matching contacts from your workspace. Select the right one from the list.
• New email address — If the person is not yet in your contacts, type their full email address. oHallo will create a contact record for them when the message is sent.

Writing your message

Fill in the following fields:

• Subject — A clear subject line for the email. This is what the recipient will see in their inbox.
• Body — The content of your message. Write it as you would any professional email. You can use the formatting tools to structure your text with headings, lists, or emphasis where needed.

Choosing a sender identity

If your workspace has multiple brands or sender addresses configured, you can choose which one to send from. This controls the “From” name and email address the customer sees. Select the appropriate identity from the dropdown to make sure the message comes from the right brand.

Sending the message

Once your message is ready:

1. Review the recipient, subject, and body.
2. Click Send to deliver the message.

oHallo creates a new conversation thread for this exchange. The conversation appears in your inbox, and any replies from the customer will flow into the same thread automatically.

What happens next

After sending, the conversation behaves like any other in oHallo:

• If the customer replies, the AI will process the response and handle subsequent messages automatically.
• You can take over the conversation at any point if you want to continue managing it yourself.
• The conversation follows the same lifecycle as inbound conversations — it can move between Open, In progress, and Resolved statuses as needed.