80.1 TrackChat Contacts

TrackChat maintains a directory of Contacts used by the Inbox. A TrackChat Contact represents an identity on a communication source and can be connected to a CRM Lead or Customer for relationship continuity.

Contact access is permission-controlled through the TrackChat operational permission.

80.2 Opening Contacts

1. Open TrackChat.
2. Select Contacts.
3. Use the available search or source filter to narrow the list.
4. Open the intended Contact.
5. Review the identity and CRM relationship before making a permitted change.

80.3 Contact Identity

The source de-duplicates Contact identities using communication-source information and an external identity. This allows TrackChat to distinguish identities received from different supported communication services.

When reviewing similar names, use the communication source and identifying information rather than assuming two records represent the same person.

80.4 Linking to a CRM Lead or Customer

A TrackChat Contact can be linked to a CRM Lead or Customer.

This connection helps staff move from the conversation to the broader sales or customer relationship without copying the complete message history into unrelated CRM fields.

1. Open the correct TrackChat Contact or Conversation.
2. Confirm the contact identity.
3. Locate the CRM-linking operation when available.
4. Select the correct Lead or Customer.
5. Apply the link.
6. Verify that the resulting CRM relationship is correct.

80.5 Avoiding Incorrect CRM Links

An incorrect Lead or Customer link can cause staff to interpret a conversation in the wrong business context.

Verify phone numbers, names, email addresses, or other available identifiers before linking. Do not link records solely because two people share a similar name.

80.6 Labels

TrackChat provides Labels for organizing Conversations. Labels can be retrieved with a Conversation so staff can understand and update its classification during normal Inbox work.

Use concise, meaningful Labels consistently across similar conversations.

80.7 Applying Labels

1. Open the Conversation.
2. Review existing Labels.
3. Select the available Label operation.
4. Add the Label that matches the actual conversation context.
5. Remove an obsolete Label when appropriate.
6. Verify the resulting Label set.

80.8 Quick Replies

Quick Replies are reusable canned text responses that staff can insert into the message composer. The Quick Reply records contain a name, an optional slash-style shortcut, and response content.

They reduce repetitive typing while still allowing the user to review the final response before sending.

80.9 Using a Quick Reply

1. Open a Conversation.
2. Begin composing the response.
3. Use the Quick Reply selection or slash shortcut available in the composer.
4. Select the intended reply.
5. Review the inserted content.
6. Personalize it where necessary.
7. Send only after confirming that the wording fits the current customer conversation.

80.10 Maintaining Quick Replies

When your TrackChat permission allows creating or editing Quick Replies, use clear names and concise content. The source requires a name and content for a Quick Reply record and removes a leading slash from the shortcut when storing it.

Update reusable text when the underlying business wording changes so staff do not continue using obsolete information.

80.11 Team Chat

TrackChat provides an internal Team Chat experience through the Inbox's Team lane rather than requiring a separate sidebar entry.

Use Team Chat for internal staff coordination related to communication work. Customer-facing messages should remain in the appropriate external Conversation.

80.12 Quick-Chat and Team Work

When the floating Quick-Chat launcher is available, staff can access Inbox and Team Chat operations from other CRM pages.

Confirm whether you are in an external customer thread or an internal Team thread before entering sensitive internal comments.

80.13 Recommended Contact-to-Conversation Workflow

1. Locate the TrackChat Contact.
2. Confirm the communication identity.
3. Link the correct CRM Lead or Customer when appropriate.
4. Open the Conversation.
5. Review or apply Labels.
6. Use a Quick Reply when it fits the situation.
7. Personalize and send the customer response.
8. Use Team Chat separately for internal coordination.

80.14 Best Practices

• Verify Contact identity before CRM linking.
• Avoid duplicate or incorrect Lead/Customer relationships.
• Use Labels consistently.
• Review every Quick Reply before sending.
• Keep reusable response text current.
• Keep internal Team communication out of customer-facing threads.