To create a new conversation in your Groove account, simply click the new conversation icon at the very bottom left of your conversation list.
You have two options when you create a new conversation:
Email - this will send an outgoing email message to the customer.
Phone Call - 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.
Note that an email address is still required when logging phone conversations. There is currently no workaround for this requirement.