78.1 TrackChat Overview

TrackChat provides a permission-controlled omnichannel communications workspace inside AIUNIFY CRM. It is designed to bring supported customer conversations into a unified Inbox so staff can review and respond without treating every communication source as a separate CRM process.

78.2 Supported Conversation Sources

The TrackChat source supports active communication sources including:

• WhatsApp.
• Messenger.
• Instagram.
• Telegram.
• Web Chat.
• Email.
• Client Portal communication where available.

The exact sources visible in your Inbox depend on what is active for the tenant environment.

78.3 Permission-Controlled Access

TrackChat checks staff permissions before providing access to its operational views and actions.

A user may have permission to view conversations without having permission to perform every message or record-changing action.

78.4 Opening the Inbox

1. Open TrackChat.
2. Enter the Inbox.
3. Review the available conversation list.
4. Select the communication source or lane relevant to your work.
5. Open a conversation to review its message history.

78.5 Conversation List

The Inbox is organized around Conversations. A Conversation connects message history with the relevant contact and communication source.

Use the conversation list to locate active customer interactions and continue work from the existing thread rather than starting unnecessary duplicate conversations.

78.6 Opening a Conversation

When a Conversation is opened, TrackChat retrieves its stored message history together with the Conversation information and associated Labels.

Read the recent messages before replying so that your response reflects the actual conversation context.

78.7 New and Existing Conversations

Incoming communications can create or continue Conversations. The operational goal is to preserve the thread history so staff can understand what has already been discussed.

When a Contact has more than one conversation, confirm the correct communication source and thread before responding.

78.8 Contact Context

TrackChat Conversations are associated with TrackChat Contacts. Contacts can also be linked with CRM Leads or Customers, allowing communication activity to be reviewed in the wider CRM relationship.

78.9 Labels in the Inbox

A Conversation can have Labels. Labels provide an operational way to classify or identify conversations for staff follow-up.

Review existing Labels when opening a thread because they may provide useful context about the customer's situation or workflow stage.

78.10 Team Lane

TrackChat also provides an internal Team lane within the Inbox experience. This allows staff communication to be reached from the same unified entry point while remaining distinct from external customer conversations.

78.11 Floating Quick-Chat

When enabled for the tenant and available to your account, a floating Quick-Chat interface can appear on CRM pages.

It provides a smaller staff launcher that reuses the existing Inbox and Team Chat operations, allowing communication work without always leaving the CRM page being viewed.

78.12 Recommended Inbox Workflow

1. Open the Inbox.
2. Select the correct conversation source.
3. Locate the intended Conversation.
4. Read recent message history.
5. Review the Contact and Labels.
6. Confirm any CRM relationship.
7. Respond through the permitted message operation.
8. Update assignment or status when part of your workflow.

78.13 Best Practices

• Read the conversation before responding.
• Confirm the correct Contact.
• Keep related communication in the existing thread when appropriate.
• Use Labels consistently.
• Use CRM relationships to preserve sales or service continuity.
• Keep internal Team messages separate from customer-facing replies.