Messaging Workflow Guide

Start a conversation, keep each topic organized, and return to the right thread when you need to follow up.

This guide explains how to message a business using TQRHub, with WhatsApp examples for categories, thread commands, and reconnecting after a messaging window closes. Categories are configured by your TQRHub account administrator in the Dashboard settings. Each tenant manages its own categories and settings independently.

One topic, one thread. A thread keeps the messages about a particular enquiry together. Your active thread is the one that receives your next untagged message.

STEP 01

Start with the right category

Begin your message with a category in square brackets, followed by your question. TQRHub uses the category to route the enquiry and open a thread, or return you to an existing open thread.

[CATEGORY] Your message

For example:

[SHIPPING] Where is my order?
[BILLING] I was charged twice.
[SUPPORT] My product stopped working.

A new thread confirmation may look like SHIPPING-001 opened ✓. Keep the thread ID if you need to return to this enquiry later.

Categories depend on the business you are contacting. Send /help to see the available guidance.

STEP 02 · OPTIONAL

Add context with a subtag

Include a subtag after a colon to identify an order, product, or other detail relevant to your enquiry.

[CATEGORY:SUBTAG] Your message

[BILLING:ORDER#123] I'd like a refund for order #123.
[SALES:STREAM-9X] Could you quote for 50 units?

Subtags are free-form labels. Choose a short, meaningful reference and explain your request in the message.

STEP 03

Continue the conversation

Once the correct thread is active, send follow-up messages normally. You do not need to repeat the category on every message.

My order number is 12345.
The delivery address is unchanged.

Untagged messages continue in your active thread. If you have switched topics since your last reply, select the intended thread before sending more details.

STEP 04

Switch between topics

Send a category tag to return to an open thread for that topic:

[SUPPORT] Following up on my earlier issue.

If an open SUPPORT thread exists, it becomes active and your message is added there. You may see SUPPORT-001 active ✓. If none exists, TQRHub opens a new thread. Your other threads remain separate.

Select a specific thread

Send /threads to display your active conversations. For example:

Active context: [SHIPPING:ORDER#123]

1. [SHIPPING:ORDER#123] — Where is my order?
2. [BILLING] — I was charged twice.

Then send /sw followed by the number from the current list:

/sw 2

In this example, subsequent untagged messages go to the BILLING thread. Use the current list to select the right number, especially when you have several threads in the same category.

STEP 05 · WHATSAPP

Resume after the messaging window closes

On WhatsApp, the business can send free-form replies within 24 hours of your most recent message. Outside that customer service window, it must use an approved message template to contact you. Sending a new message opens the window again.

TQRHub can send a reminder about 30 minutes before the window closes, listing your open threads and how to resume them. Follow the thread IDs shown in your reminder.

Return to an existing enquiry

Reply with its thread ID, for example:

SHIPPING-001

This lets TQRHub reopen the indicated thread so you can continue the enquiry. To raise a different topic, send a new message with the appropriate category.

The messaging window and the thread are different. The window controls when the business can send free-form WhatsApp replies. A thread keeps your enquiry organized within TQRHub.

If your reminder offers CLOSEALL, use it only when you want to close all your threads.

WhatsApp messaging rules: WhatsApp Business Messaging Policy.

Quick reference

What you want to do	What to send
Open or return to a category thread	`[CATEGORY] Your message`
Add an order or other reference	`[CATEGORY:SUBTAG] Your message`
Continue in the active thread	Your message, without a tag
List active threads	`/threads`
Switch to a listed thread	`/sw 2` — replace 2 with its number from the current list
Resume a thread from a reminder	Its thread ID, such as `SHIPPING-001`
View messaging help	`/help`
Close all threads when offered in a reminder	`CLOSEALL`