To create a new conversation in your Groove account, simply click the Compose button at the top left of your conversation list. 

You have two options when you create a new conversation:

Send New Conversation - this will send a new outgoing email message to the customer:

Please note: When using the compose feature, an email address must be entered in the "To:" field to send a new email message. The "Send & Close" button will remain greyed out until this field is filled. 

Log a Conversation - phone conversations are logged as internal conversations only. You can use this option to manually log a phone call in Groove. The customer will not receive an email from you when creating a phone conversation. This first message on a phone conversation will always remain private, even if you send an email reply to this conversation:

Please note: an email address is still required when logging phone conversations. There is currently no workaround for this requirement.