Can I start a chat with the Chat Console?

Unfortunately, it is not possible to initiate a discussion with one of your users from the Chat Console. Only the user can start a conversation, and this on all messengers: WhatsApp, Messenger, Apple's Messages, Google's Business Messages ...

Nor can you send a message back to the user, even if he/she has exchanged messages with you before. The reason is that once the chat is closed (automatically 24 hours after the last message from the user), you cannot restart the conversation. The person you are talking to can of course restart the conversation, which you will find in "Waiting" status and which you will have to validate in order to switch it to "In progress" and start interacting with him/her again.