In order to start a new conversation with a client, you will have to choose one of the methods described below and follow the instructions:
Start a conversation from the Customers page - find the drop-down menu next to each customer, at the right side of the screen. Click on the menu and choose New conversation option. You will be prompted a pop-up window where you'll be able to write your message to your customer. And hit the Send via Email button.
Start a conversation from any response box - you can also start a conversation by clicking on the envelope icon at the right side of any of your responses. This works on the Response page and on the Dashboard (basically, anywhere you can view your customers' responses).