To create a new conversation in your Groove account, simply click the new conversation icon at the top 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:

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:

 

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