---
description: Import Contacts to send cold messages or follow up with leads.
title: How to Send Outbound Sales Messages
image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0
---

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4. How to Send Outbound Sales Messages

# How to Send Outbound Sales Messages

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/4IHLTWbmWN0uXBc5x4jthC/59252fcdb357304ce07be76043047b7a/Susan_Swier_Avatar.svg)

Susan Swier

· 04 Apr 2025

4 min read

> In this article, you'll learn how to import Contacts to send cold messages or follow up with leads.

Sales agents can import leads from their existing lists as well as adding leads individually in the platform. Following up with leads who have not contacted the business in some time requires opening closed conversations.

## Benefits of Sending Outbound Sales Messages

Send outbound sales messages to:

* Follow up on potential leads.
* Let existing leads know about changes or new features that might prompt them to purchase.

## Methods for Sending Outbound Sales Messages

1. Add or import leads and send the first message.
2. Open closed conversations to follow up with leads.

### Add or import leads and send the first message

> **Use this method** when you want to import leads to send them a message.

When your sales agents have picked up lead information from physical events or sales campaigns, you’ll want to import Contacts into respond.io to message them.

> Learn more about [merging and importing Contacts here](https://respond.io/help/contacts/contacts-overview).

**Method Objectives**

* Import Contacts via a CSV file.
* Add Contacts on the go using the Add Contact feature.

**How-to:**

#### Import Contacts via a CSV File

> Learn more best practices for [importing contacts here](https://respond.io/help/contacts/contact-import).

When you want to import a large number of Contacts at once, import them via a CSV file in the **Contacts** module. This option is best for sales managers.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5J3jH4vBYvWvetwFnQ7qe9/8b9738b860669ea808be35713bdfb783/screenshot-2023-04-14-at-10-35-27-am.png?fm=avif&w=1000) 

#### Add Contacts on the go using the Add Contact feature

> When you [restrict agents’ views](https://respond.io/help/sales-use-case/supervising-sales-agents#limit%5Fagent%5Fviews%5Fand%5Fprevent%5Flead%5Fstealing%5Fusing%5Fadvanced%5Frestrictions), they won’t have access to the bulk import option, but they can still add Contacts using this method.

This feature is best for agents who need to add one Contact at a time, for example, when they meet someone at an event. It also works in the [mobile app so agents can add Contacts on the go](https://respond.io/help/mobile-app/messaging-from-your-mobile#adding%5Fcontacts).

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2wobDCKK4cmKYEgaEYCBUu/2373452d6dbcc31b0dac87df0dd0996a/add-contact-on-mobile-1.jpg?fm=avif&w=1000) 

In the **Inbox** module, select the Add Contact icon > fill in the Contact details and click **Add** \> the Contact is successfully created.

> Learn more about [how to add a Contact here](https://respond.io/help/messages/messages-overview#add%5Fa%5Fcontact).

### Follow up with leads who have closed conversations

> **Use this method** when you want to follow up with leads.

**Method Objectives**

* Find leads with closed conversations.
* Reopen conversations with leads and send an outbound message.

**How-To:**

#### Find leads with closed conversations

> Learn more about [Contact Search, Sort and Filter here](https://respond.io/help/messages/messages-overview#contact%5Fsearch%5Fsort%5Ffilter).

Use the Sort and Filter dropdown along with the Search Bar to find a specific lead on the platform. Choose the right filters based on the location of the lead within the platform, then input the Search Bar with fields such as Contact’s first name, last name, email or phone number.

> The search behavior depends on the field type you input. Learn more about [search behavior and the fields that can’t be searched here](https://respond.io/help/messages/messages-overview#search%5Fbehavior).

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/eHbrkxod97U80tTHX8g2V/1250df7346476bab2beab38600f31f7c/untitled-43.png?fm=avif&w=1000) 

There are two ways to find a lead with a closed conversation.

If the lead is assigned to you, go to the Mine Inbox > select the **Closed** filter > type the Contact’s name, phone number or email in the Search Bar.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6KSkjZmj82xDBsWJkExTl3/3e4e183f4ee8ad7544b893da1eeb9a63/kapture-2024-05-14-at-15-03-39.gif?fm=avif&w=1000) 

If the lead is not assigned to you, go to the All Inbox > select the **Closed** filter > type the Contact’s name, phone number or email in the Search Bar.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2Zd8kBFoH2JOeV6PQUoyTk/3418d689edade0d91884e5f409520a23/kapture-2024-05-14-at-15-13-53.gif?fm=avif&w=1000) 

> Keep in mind that if a lead is snoozed, it will not be under closed conversations. You’ll have to [un-snooze the Contact](https://respond.io/help/messages/messages-overview#snoozing%5Fa%5Fcontact) to see it in your inbox again.

#### Reopen the conversation with a lead to send an outbound message

> Learn more about [Channels Capabilities](https://respond.io/help/channels/channels-overview#channel%5Fcapabilities) here.

The ability to reopen a conversation differs among Channels. Most Channels allow you to send outbound messages anytime, some Channels have a messaging window with limitations, while some Channels do not allow you to message leads after the messaging window closes.

**Channels with no messaging window**

Most Channels allow you to message leads any time after they’ve become a Contact on the platform. The list of Channels without a messaging window are Telegram, LINE, Website Chat, SMS and Email.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5oWUe7gb2VDOkFgIFKHoIP/d05e568d55a7202b4479d4eeccfc5152/screenshot-2024-06-18-at-2-13-48-pm.png?fm=avif&w=1000) 

To reopen a conversation, go to the Inbox Module > use the text box to send a lead an outbound message.

**Channels with messaging limitations after the messaging window closes**

However, some channels have a messaging window that limits what you can send after the messaging window is closed. Here are the channels with messaging windows and their limitations.

#### WhatsApp

WhatsApp has a 24-hour messaging window. After the messaging window closes, use WhatsApp Message Template to send outbound messages. These Message Templates are messages that require pre-approval from WhatsApp. Learn more about [WhatsApp Message Template](https://respond.io/help/whatsapp/whatsapp-message-templates) here.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2HwOTsk4mpBiy1QWt6SkkP/20b9925ca0089798112e0fbcf048986e/wa-blocked-composer-conversation-window-expired.png?fm=avif&w=1000) 

#### Facebook Messenger

For other messaging platforms, Facebook Messenger has a standard 24-hour messaging window. However, respond.io has an extended 7 days messaging window period due to Facebook’s HUMAN\_AGENT tag integration on the platform. After the messaging window closes, use a Message Tag to send outbound messages. Learn more about [Facebook Messenger Message Tags](https://respond.io/help/facebook-messenger/message-tag) here.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5HFt7Iy8eLUoCuExZyfbAT/5309e88acc587efe1d11b50f02fe1fcd/blocked-composer-conversation-window-expired.png?fm=avif&w=1000) 

#### Viber

Viber has a 24-hour messaging window. Messages sent by the bot outside the messaging window will be considered Chatbot-initiated Messages. Viber provides free 10,000 chatbot-initiated messages every month. Once exceeded the monthly free limit, you'll get an [error message on the platform](https://respond.io/help/channels/channels-overview#messaging%5Fwindow).To send more chatbot-initiated messages beyond the monthly limit, you must agree to Viber’s Chatbot Commercial Terms. Learn more about [Viber Bot pricing and message types limitations here](https://respond.io/help/channels/viber#how%5Fmuch%5Fdoes%5Fa%5Fviber%5Fbot%5Fcost).

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/1a4Qkcfz6sKRyEvYb64LvN/64d9e21ea4a3ff42ad1a8d0c2a070ad6/viber-bot-chat-box-sales.png?fm=avif&w=1000) 

**Channels that do not allow outbound messages after messaging window closes**

There are also channels with a messaging window that do not allow businesses to send any outbound messages after the messaging window closes until their lead sends them a message again. Here are the channels with messaging windows and their limitations.

#### Instagram

For other messaging platforms, Instagram has a standard 24-hour messaging window. However, respond.io has an extended 7 days messaging window period due to the HUMAN\_AGENT tag integration on the platform. After the messaging window closes, no outbound messages can be sent to leads. Learn more about [Instagram here](https://respond.io/help/channels/instagram).

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5feX4ylkkVM4jaWt4Q5Veh/8934df4d1dc65086b81d4c4cff194207/ig-blocked-composer-conversation-window-expired.png?fm=avif&w=1000) 

#### WeChat

WeChat has a 48-hour messaging window with a maximum limit of 20 outbound messages within this timeframe. The messaging window will close if either 48 hours session has expired or 20 outbound messages have been sent within this session.

After the messaging window closes, no outbound messages can be sent to customers. Messages sent outside the messaging window will not be delivered and there will be a red exclamation mark next to the message sent indicating the message is not delivered.

If the Contact responds to your message, both the messaging window and message limit will be reset. Learn more about [WeChat here](https://respond.io/help/wechat/wechat-overview).

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6OicOGJ9kWnGhfOACXAd6t/ee1dd3457312f0aa25ceb6725f5ff33d/1-d-wechat-textbox-2.png?fm=avif&w=1000) 

Once a conversation is open, the lead will automatically be assigned to the agent who sends the outbound message. When the agent has finished chatting with a lead and closes the conversation, the agent may be unassigned from the lead depending on the closing conversation logic your business decides to use.

> Learn more about [closing conversations here](https://respond.io/help/sales-use-case/track-productivity-by-closing-conversations).

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## 

Related articles 👩‍💻

* [How to Enrich Customer Data from a CRM or other Business SoftwareRetrieve customer properties like Fields from your CRM or business software that holds your primary customer list and add the data to the Contact in respond.io. ](/help/capture-leads/enrich-customer-data)
* [How to Track Conversation Source from Multiple WebsitesLearn how to track where conversations are coming from even when using the multiple widgets of the same channel on different websites. ](/help/capture-leads/track-conversation-source)
* [How to Route Contacts from CTC Ads to AgentsLearn to automatically assign contacts coming from Click-to-Chat Ads to Agents. ](/help/capture-leads/how-to-route-contacts-from-ctc-ads-to-agents)
* [How to Collect Contacts’ Emails and Phone NumbersLearn how to collect customers’ or leads’ email addresses and phone numbers when conversations open. ](/help/capture-leads/collect-contacts-emails-and-phone-numbers)

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