Creating a new conversation is like sending an outbound email to your customers.
To create a new conversation, open the mailbox and click on the +Create Conversation button.
![](https://firebasestorage.googleapis.com/v0/b/hndesk-prod.appspot.com/o/docs%2F5b975a8dff056b6ff9fcaccb%2F5ce3dd1cbeb8c4217de9f2ca%2F1565705414203_image.png?alt=media&token=1d560f97-d226-40a2-bea2-09458129e18d)
You can view these conversations on your customers’ history so you can refer back in future on any case.