Answer Message Centre Conversations in the QrX App
If you use the Message Centre in QrX Portal, you can also read and answer your work conversations on your phone in the QrX App. You connect your work account once, and the app shows your work inbox next to your personal QrX account.
Who This Is For
Merchants, partners and QrX staff who use the Message Centre in QrX Portal. The QrX App is the same app consumers use to pay their deliveries (see "The QrX App for Consumers"). Your personal QrX account stays separate: connecting a work account does not change your personal orders or payments, and your colleagues never see your personal account.
You need access to the Message Centre in QrX Portal. If you see "No access to Message Centre" while connecting, ask an administrator of your organization for access.
Connect Your Work Account
In the QrX App, open Profile > My Account Details and tap Connect work account.
The app opens QrX Portal in your browser. Sign in with your work account if you are not signed in yet.
The portal page Connect the QrX App to your work account shows your organization, the phone and a 6-digit code (Code on your phone). The app shows the same code.
Check that the code on the portal page is exactly the code on the phone in your own hand. Tick The code matches the one in the QrX App and click Approve.
You come back to the app automatically. My QrX Account now appears in the Profile list; it opens your work inbox.
Optional: in My Account Details, turn on Start with QrX account. From then on the app opens My QrX Account right away when you start it, instead of the home screen. When you open the app by scanning a payment QR code or by tapping a notification, it still goes straight to that payment or message.
Only approve a request that you started yourself, on your own phone, a moment ago. Never approve a code or a link that someone sent you, even if they say they are from QrX or your team. A connection request is valid for 5 minutes and can be approved once.
Your Work Inbox
The Inbox shows the conversations you take part in. Tap a conversation to read it and write a reply.
Search with Search order, subject or message: type an order number (part of the number is enough), a word from the subject or text from a message.
Tap Shops to filter by shop. The app remembers your shop filter.
The queue chips show a count: All, Mine, Unassigned, Unread, Overdue, Due soon, Waiting and Snoozed. The counts follow your search and your shop filter.
Each row shows the ticket number (for example #42), the order and the shop, and who replied last, for example "Customer responded 5 min ago". A reply from the customer is highlighted.
Badges on a row: New, first response or resolution due or overdue, priority (High or Urgent), waiting, assigned (for example Assigned to you), snoozed, and the customer rating when the customer rated the conversation.
Long-press a row to choose Take it or Unassign without opening the conversation.
New messages arrive live. If the connection drops you see "Live updates paused. Reconnecting."; the app reconnects by itself.
Internal notes are marked Internal note. Documents that others sent can be opened with Download and share or Open in QrX Portal.
Inside a Conversation
The header shows the ticket number, the order, the shop, the status, the owner and the people in the conversation.
Tap the owner to change the assignment: Take it assigns the conversation to you, Assign to... gives it to a colleague or team who can see it, and Unassign removes the owner.
Open More actions for Resolve or Reopen, Snooze (Later today, Tomorrow or Next Monday), Archive and People (who is in the conversation).
Write Replies and Notes
Above the text field, switch between Reply and Note. A note is internal: only your team sees it, and it is shown in amber. The photo button and the Templates button are on the same row.
Type @ to mention someone: a list of the people who can see the conversation appears. Tap a name to add it.
Swipe a message to the right to reply to that message.
Long-press a message to choose Copy. On your own messages you can also choose Edit or Remove. Remove works up to 15 minutes after sending and removes the message for everyone in the conversation.
Start a New Conversation
In the inbox, tap the violet pencil button (New conversation).
Under Conversation about, choose For an order or Without order. For an order, type at least 2 characters of the order number and pick the order under Matching orders, or tap Scan to scan it. Without order, choose the Sales channel; everyone in your organization can see that conversation.
Enter the Subject, or type / to use a subject from a template.
For an order, choose Who can see it and add People.
Optional: under External people (email), search a contact or type an email address. If the address is not a contact yet, tap Add ... as a new contact, fill in the contact and save it: the person is added to the conversation right away. A private conversation cannot include external people.
Tap Review audience, check who joins right away, who is invited and who gets it by email, then tap Create conversation.
You can also start a conversation from the Scan tab for a scanned order that does not have one yet.
Send Photos
In a conversation, tap Add photo, then Take photo or Choose from library. You can add up to 10 photos per message.
Photos are optimized and location data is removed before they are uploaded.
Each photo shows its status: Uploading, Checking (the security check) and Ready. If it fails you see "Upload failed. Tap to retry."; tap the photo to try again.
In the app you can only add photos. To send documents such as PDFs, use QrX Portal.
Scan an Order
Open the Scan tab. The screen Scan an order opens the camera.
Point the camera at an order QR code, a barcode or a shipping label. You can also tap Enter the number instead and type an order number (upper or lower case does not matter), a ticket number such as #42 or a tracking number.
The app finds the conversations about that order and opens them, or lets you choose one when there are several.
Scanning only finds conversations about your own orders. Scanning never opens a payment and never pays anything. If the scanned order has no conversation yet, you can start one for it right away from the Scan tab.
Use Templates
In a conversation, tap the Templates button next to the photo button, or type / at the start of a line.
Search templates, filter by category or open Recent.
Pick a template, choose the Language and check the Preview: it is already filled in for this conversation (for example the customer name and order number).
Tap Insert. You can still change the text before you send it.
Parts that could not be filled in automatically are marked [[ ]]. Fill them in first; until then the app shows "Fill in the parts marked [[ ]] before sending." Templates are created and edited in QrX Portal, under Message Centre > Templates.
Set Status, Type and Priority
Open the conversation and tap the menu (three dots) at the top.
Tap Conversation properties.
Tap a Status, Type or Priority. Your choice is saved right away. Choose None (or the built-in state for Status) to clear it.
The app shows the statuses that belong to the current state of the conversation. To use a status of another state, first tap Resolve or Reopen in the same menu.
Changing properties needs the Resolve and reopen permission. Without it you can see the values but not change them.
Tags, and managing your list of statuses and types, stay in PortalX. See "Message Centre: Conversation Statuses, Types, Priority and Tags".
Push Notifications
Once a phone is connected, you get a push by default for mentions, team mentions, assignments and replies in conversations assigned to you or your team queue. Replies in other conversations you follow and reminders are off by default.
Change them in QrX Portal: Settings > Preferences > Notifications > Message Centre > Settings. Use the Push switch to turn push on or off, and the Push column to choose which events send a push. The row Replies in conversations assigned to me covers new messages from a customer, an email contact or a colleague in a conversation assigned to you or your team queue. Quiet hours also apply to push.
A notification shows who and what, for example "Anna mentioned you" with the conversation subject and order number. It never shows the text of the message, so nothing private appears on a locked screen.
Tap the notification to open the conversation, also when the app was closed.
Notification Sounds
In the app, open the Work Account tab and choose a sound per event: mentions, assigned to me, customer replies on my conversations, other replies and reminders.
Choose from the QrX list of sounds, which includes a loud support alert.
On Android you can also pick your own sound from your phone. On iPhone you choose from the QrX list.
Connected Phones and Signing Out
In QrX Portal, the notification settings for the Message Centre show the card QrX App on your phone with your connected phones, the platform and when each phone was last active.
Click Disconnect next to a phone and confirm "Disconnect this phone?", or click Disconnect all and confirm "Disconnect all phones?". The app on that phone leaves your work account right away. Personal QrX App accounts and payments are not affected.
In the app, open the Work Account tab and tap Sign out of Work. Your personal QrX account stays signed in.
Signing out of the QrX App completely also ends Work on that phone.
If you lose your phone, disconnect it in QrX Portal straight away.
Common Problems
The code on the portal page does not match the phone: do not approve. Close the page and start again in the app with Connect work account.
"The connection request expired. Please start again.": the request is valid for 5 minutes. Start again in the app.
"Too many connection attempts. Wait a few minutes and try again.": wait a few minutes before you start a new connection.
"Your work session has ended. Connect again to continue.": the phone was disconnected (for example in QrX Portal) or your access changed. Connect again with Connect work account.
No push notifications: check that notifications for QrX are allowed in your phone settings, that the Push switch and the events you want are on in the Message Centre notification settings, and that you are not inside your quiet hours.
A conversation is missing in the app: the app shows the conversations you take part in. Accept open invitations from other organizations in QrX Portal first (Message Centre, Invitations tab).
When to Contact Our Support Team
Contact QrX if the connection keeps failing although the codes match, if a phone you did not connect appears under QrX App on your phone (disconnect it first), or if someone asked you to approve a connection code.