81.1 Quick-Chat Overview

TrackChat includes a floating Quick-Chat interface that can appear while an authorized staff user is working elsewhere inside AIUNIFY CRM.

The Quick-Chat experience provides a smaller version of the existing TrackChat Inbox and Team Chat functionality so communication can be reviewed without leaving the CRM page currently being used.

81.2 When Quick-Chat Appears

The floating launcher is shown only when the signed-in staff user has TrackChat viewing access and the feature is available in the tenant environment.

If another authorized user sees Quick-Chat but you do not, your TrackChat access or the tenant's available feature state may differ.

Do not attempt to bypass the normal CRM interface when the launcher is unavailable.

81.3 Opening Quick-Chat

1. Locate the floating TrackChat launcher on the CRM page.
2. Select the launcher.
3. Allow the Quick Inbox to load.
4. Select the intended communication source or Team area.
5. Locate the Conversation you need.
6. Open the Conversation.

81.4 Quick Inbox

The Quick-Chat interface acts as a compact Inbox. It uses the same underlying TrackChat Conversations rather than creating a second set of conversations.

Messages reviewed in Quick-Chat should therefore be treated as part of the same customer communication history available in the full Inbox.

81.5 Search

The Quick-Chat interface includes Search.

Use Search when the visible list contains many Conversations and you need to locate a particular contact or thread more efficiently.

81.6 Refresh

Quick-Chat provides a Refresh control.

Use Refresh when you expect new communication but the compact conversation view has not yet shown it. Before sending a duplicate response, refresh and review the latest message history.

81.7 Opening the Full Inbox

The Quick-Chat interface provides an Open Full Inbox action.

Use the full Inbox when the communication requires a broader view of message history, contact context, labels, CRM relationships, assignment, status, or another function that is easier to review in the complete TrackChat workspace.

81.8 Expand and Minimize

The Quick-Chat interface includes controls for expanding and minimizing the compact workspace.

Minimize the launcher when you need to continue working elsewhere in CRM without closing the communication workflow entirely.

81.9 Sending from Quick-Chat

When message sending is available through Quick-Chat:

1. Open the correct Conversation.
2. Read the latest messages.
3. Confirm the Contact.
4. Enter the response.
5. Review the message.
6. Send it.
7. Verify that the message appears in the Conversation.

81.10 Attachments

The Quick-Chat interface contains attachment/upload functionality.

Before attaching a file, verify that it belongs to the intended customer conversation and does not contain unrelated internal or confidential information.

81.11 Team Chat

The compact launcher can also provide access to the TrackChat Team area.

Team Chat is for internal staff communication. Always confirm whether you are viewing the internal Team area or an external customer Conversation before entering sensitive internal information.

81.12 No Conversations

If Quick-Chat displays that there are no conversations, confirm that you selected the intended source and that the CRM currently contains Conversations available to your user.

Do not create unnecessary test Conversations merely to populate the widget.

81.13 Could Not Load

If Quick-Chat reports that it could not load:

1. Refresh the Quick-Chat interface.
2. Confirm that the rest of the CRM session is still active.
3. Open the full TrackChat Inbox.
4. Determine whether the same Conversation is accessible there.
5. If the issue persists, report the exact visible error through your organization's support process.

81.14 Could Not Send

If the widget reports that a message could not be sent, do not repeatedly submit the same response.

Review the Conversation, communication source, message content, attachment, and any source-specific messaging requirement. Open the full Inbox when more context is needed.

81.15 Upload Failed

If an attachment upload fails, verify the intended file and retry only after confirming that the Conversation is still active and the file is appropriate for the message.

If text communication can continue without the file, avoid sending an unrelated replacement attachment merely to complete the message.

81.16 Recommended Quick-Chat Workflow

1. Open Quick-Chat.
2. Search or refresh when necessary.
3. Select the correct Conversation.
4. Review recent messages.
5. Confirm whether the thread is external or internal Team Chat.
6. Send the appropriate response.
7. Verify the sent message.
8. Open the full Inbox when broader Conversation management is needed.

81.17 Best Practices

• Use Quick-Chat for convenient communication, not as a substitute for checking context.
• Refresh before sending duplicate replies.
• Verify attachments.
• Keep internal Team messages out of customer Conversations.
• Use the full Inbox when a thread requires deeper review.