TQRHub · Messaging workflow guide
Every enquiry.
In the right conversation.
Start a conversation, keep each topic organized, and pick up exactly where you left off.
A consistent message format and workflow for keeping customer enquiries organized.
TQRHub · WhatsApp guide
TQRHub’s messaging parser, message format, and conversation workflow are currently implemented for WhatsApp. Support for other messaging platforms is coming soon.
The categories, commands, and examples below describe the current WhatsApp implementation.
/help for its guidance.01 · START A CONVERSATION
Begin with
the right category.
Put a category in square brackets, followed by your question. Use a category offered by the business you are contacting.
TQRHub opens or returns to the matching thread and confirms it. Keep the thread ID so you can return to that enquiry.
[CATEGORY] Your messageExample messages
[SHIPPING] When will my order be dispatched?
[BILLING] Could you send me an invoice?A confirmation may look like SHIPPING-001 opened ✓. Reply wording may vary by configuration.
02 · ADD CONTEXT · OPTIONAL
A small reference.
A clearer enquiry.
Add a subtag after a colon to identify an order, product, or other reference. Include the details of your request in the message too.
Subtags are free-form labels. They do not need to match a fixed product or order list.
[CATEGORY:REFERENCE] Your message[SHIPPING:ORDER#1048] Could you confirm the dispatch date?
[BILLING:ORDER#1048] Please send the invoice as a PDF.Billing and shipping stay in separate threads, even when they concern the same order.
03 · KEEP THE CONVERSATION GOING
Follow up.
Just as you normally would.
While the right thread is active, send ordinary messages. You do not need to repeat the category on every message.
Untagged messages go to your active thread. Switch to the intended enquiry before changing topic or adding more details.
With your shipping thread active
My order number is 1048.
The delivery address is unchanged.These messages continue the active shipping enquiry.
04 · SWITCH ENQUIRIES
The right thread.
Before your next reply.
Send /threads to see your current open threads, their IDs, and your active context.
Switch using a number from that list, such as /sw 2, or an actual thread ID, such as /sw SHIPPING-001. Then send your follow-up normally.
A category tag can also return you to an open enquiry. If several threads share a category, select the exact thread from your list. Other threads remain separate.
/threadsIllustrative thread list
Active context: [BILLING:ORDER#1048]
1. SHIPPING-001 [SHIPPING:ORDER#1048]
2. BILLING-001 [BILLING:ORDER#1048]By list number:
/sw 1Or by thread ID:
/sw SHIPPING-001Use the numbers and IDs in your own current thread list.
05 · RESUME AN ENQUIRY
A closed window.
An easy way back.
On WhatsApp, the business can send free-form replies for 24 hours after your most recent message. Your next message restarts that window. Outside it, the business must use an approved message template to contact you.
Where enabled, TQRHub sends a reminder about 30 minutes before the window closes. Reply with the thread ID from that reminder to resume the enquiry, or use a category for a different topic.
SHIPPING-001Example: reply with the actual thread ID shown in your reminder.
A thread and a messaging window are different. The thread organizes your enquiry. The WhatsApp window controls when the business can send free-form replies.
If the reminder offers CLOSEALL, use it only when you want to close all your threads.
WhatsApp · The customer’s view
See the conversation flow.
Illustrative examples using sample order and thread IDs. Confirmation wording and thread-list formatting may vary by configuration.
EXAMPLE 01
Start a shipping enquiry.
[SHIPPING:ORDER#1048]Could you confirm the dispatch date?
SHIPPING-001 opened ✓Start with the category and reference. Continue with ordinary messages.
EXAMPLE 02
View your open enquiries.
/threadsActive context: BILLING
1. SHIPPING-001
Order #1048 · Dispatch enquiry
2. BILLING-001
Order #1048 · Invoice request
Two topics, two threads—even for the same order.
EXAMPLE 03
Switch before following up.
/sw SHIPPING-001SHIPPING-001 active ✓Activate the intended thread first. Your next message goes there.
Keep this handy
Your quick reference.
| What you want to do | What to send |
|---|---|
| Open or return to a category thread | [CATEGORY] Your message |
| Add an order or product reference | [CATEGORY:REFERENCE] Your message |
| Continue the active thread | Your message without a tag |
| List current open threads | /threads |
| Switch by list number | /sw 2 — use its number from the current list |
| Switch by thread ID | /sw SHIPPING-001 — use the actual thread ID |
| Resume from a reminder | The thread ID shown in the reminder, such as SHIPPING-001 |
| View the business’s messaging guidance | /help |
| Close all threads, when offered in a reminder | CLOSEALL |