79.1 Sending Messages from TrackChat

TrackChat provides permission-controlled message sending from an existing Conversation. The send operation supports ordinary text and can also work with media or approved message-template information depending on the communication source.

79.2 Before Sending

Before sending a reply:

• Confirm the correct Conversation.
• Confirm the Contact.
• Read the recent message history.
• Check the communication source.
• Review Labels and CRM context when relevant.
• Make sure the reply is intended for the customer rather than the internal Team lane.

79.3 Sending a Text Message

1. Open the intended Conversation.
2. Click or focus the message composer.
3. Enter the response.
4. Review the text.
5. Send the message.
6. Confirm that it appears in the Conversation history.

79.4 Media Messages

The message operation can accept media information in addition to text.

When sending media, verify that the file or media URL is the intended item and is appropriate for the recipient. Avoid sending confidential internal files through a customer conversation.

79.5 Message Templates

The TrackChat sending workflow can use message-template information, including a template name, language code, and template variables where required by the communication source.

Review all variable values before sending. A valid reusable template can still produce an incorrect customer message if a name, amount, date, or other variable is wrong.

79.6 WhatsApp 24-Hour Messaging Window

The TrackChat source enforces the WhatsApp 24-hour customer-service messaging rule in its send workflow.

When the free-form messaging window is no longer available, the workflow can require an approved template instead of an ordinary free-form message.

If a free-form WhatsApp response is rejected because of the conversation window, use the appropriate approved template presented by the business workflow rather than repeatedly resending the same free-form text.

79.7 Conversation Assignment

TrackChat supports assigning Conversations as part of its staff workflow.

Assignment helps identify who is responsible for continuing a customer interaction.

1. Open the Conversation.
2. Review the current assignment.
3. Select the available assignment operation.
4. Choose the appropriate staff participant.
5. Save or apply the assignment.
6. Verify the updated Conversation.

79.8 Conversation Status

Conversation status is used to represent the operational state of a thread.

Update status to match the actual state of the communication. Do not mark a Conversation complete merely to remove it from an active work queue when customer follow-up is still required.

79.9 Labels During Conversation Work

Labels can be attached to Conversations and returned with the Conversation data.

Use them to support consistent routing or classification. Remove or change a Label only when its meaning no longer applies to the Conversation.

79.10 Failed or Missing Message Data

The send operation validates that the Conversation and required message information exist. If a send fails:

1. Confirm the Conversation still exists.
2. Confirm the Contact is valid.
3. Check that message content, media, or template information is present.
4. Review any source-specific message restrictions.
5. Retry only after correcting the underlying issue.

79.11 Customer Context Before Response

When the TrackChat Contact is connected to a CRM Lead or Customer, review the CRM relationship when the response depends on sales history, support context, or prior commitments.

79.12 Recommended Messaging Workflow

1. Open the Conversation.
2. Read the recent history.
3. Verify the Contact and CRM context.
4. Confirm assignment.
5. Compose the message.
6. Use media or a template only when appropriate.
7. Review the final content.
8. Send.
9. Verify delivery into the thread.
10. Update status or assignment when needed.

79.13 Best Practices

• Never reply before checking the thread.
• Review template variables.
• Respect communication-source messaging rules.
• Assign Conversations clearly.
• Keep status aligned with actual work.
• Verify sent messages in the Conversation history.