Platform Overview

TQRHub is a WhatsApp-based platform that helps small and medium businesses organize their operations. Whether you're managing customer support, assigning tasks to your team, or tracking conversations, TQRHub turns WhatsApp into a structured workflow and lightweight CRM system.

It organizes customer conversations into threaded topics, making it easy to handle multiple enquiries without losing track.

This guide covers how the system works — from how messages are organized into threads, to how your team manages conversations.

Getting Started

To use TQRHub, contact us to request a demo. Once set up, we'll provide you with a dedicated number.

Message Format

Customers format their messages with a tag to reach the correct department:

[CATEGORY] Your message

Examples:

[SALES] Do you ship to Canada?
[BILLING] I need a refund for order #123.

For more context, customers can add a subtag:

[CATEGORY:SUBTAG] Your message

Examples:

[BILLING:ORDER#123] Request refund for order #123
[SHIPPING:ORDER#789] Where is my delivery?
[SALES:STREAM-9X] Need pricing for 50 units

Subtags are free-form — customers can use any word that describes their specific issue.

Customers can send /help at any time to receive a guide on available categories and how to format their messages. The help menu content is configurable by an administrator.

How Message Threading Works

Each topic is automatically organised into its own independent thread, complete with its own chat history. Customers can have multiple threads active simultaneously — for example, an open billing enquiry alongside a separate support request.

How replies are routed:

With a tag — the message is directed to that specific thread
Without a tag — the message is routed to the customer's current active thread automatically

Conversation Lifecycle

Customer sends a tagged message — e.g. [BILLING] Request refund for order #123
TQRHub opens a dedicated thread and sets it as the active context
Agent reviews and responds from the dashboard
Conversation continues within the 24-hour WhatsApp session window
If the window lapses, the agent may re-initiate contact using a pre-approved message template
Once the customer replies, the conversation window reopens and normal messaging resumes
When resolved, the thread is closed by the agent

Message Templates

When the 24-hour WhatsApp session window has lapsed, agents cannot send free-form messages until the customer replies. TQRHub supports pre-approved Meta message templates, allowing agents to re-initiate contact compliantly. Templates are configured in the Admin Dashboard and can be sent directly from the conversation view.

Expiring Windows

Customers are notified approximately 30 minutes before their messaging window closes. The warning lists all open threads and the IDs needed to reopen them after expiry.

To reopen a specific thread after expiry, the customer replies with the thread ID shown in the warning (e.g. BILLING-001). To reopen any thread, they can send any tagged or untagged message.

Customer Records

TQRHub includes a contact directory where agents can manually add and manage customer information. Each contact record stores key details including:

Name
WhatsApp number
Address
Full conversation and thread history

This gives agents immediate context when handling enquiries, without needing to ask customers to repeat themselves. Contact records can be created, viewed, and updated from the agent dashboard.

Data Export

TQRHub allows agents to export thread data for reporting, archiving, or handoff purposes. Exports can be scoped to all threads or filtered to expired threads only.

Facebook Messenger

In addition to WhatsApp, PrimeDesk supports Facebook Messenger. Messenger conversations appear alongside WhatsApp threads in the agent dashboard and follow the same workflow — threads, status tracking, assignment, and internal notes all work the same way.

Unlike WhatsApp, Messenger has no 24-hour messaging window, so agents can reply at any time without needing to send a template first.

Social Monitor

The Social Monitor gives your team visibility over public activity on your connected Facebook Pages — comments on posts, shares, and mentions — all in one feed. It is separate from the Messenger inbox and is intended for keeping track of public-facing activity.

Keyword Alerts: the Keyword Alerts tab lets you flag specific words so that matching comments are highlighted with a coloured border — red for flagged keywords, green for positive ones. This helps you quickly spot comments that need attention.

Managing Your Team with TQRHub

TQRHub is built on WordPress and the WhatsApp Business Cloud API, giving your team the tools to deliver fast, organised support.

Roles:

Administrators have full access to all conversations, settings, and team management
Agents are assigned to specific categories and see only conversations relevant to their department

Your Dashboards:

You'll have access to two interfaces for managing customer requests:

Admin Dashboard: Your control center for configuring settings, managing team assignments, and overseeing all conversations across all categories.

Frontend Dashboard: A streamlined interface where agents handle conversations by assigned category, organised by active threads.

Topic View: Team members can browse conversations filtered by specific topics (e.g., /primedesk-dashboard/support/), ensuring they focus on relevant requests.

How the System Routes Messages

Tagged messages — routed directly to the corresponding thread
Untagged messages — automatically routed to the customer's current active thread
Untagged messages from new customers — directed to the main thread, visible to administrators for manual routing
Thread isolation — each thread is fully independent; closing one does not affect others for the same customer