Message centre: how this screen works
Merchant access
Merchants see channel conversations only when they also have participant access. They can reply with text, read permitted files and mark displayed messages as read. Revocation also removes file and realtime access. Conversation administration remains with staff. The header Messages button shows only permitted conversations. Consumer support availability and staff invitation tools are not available to this role.
The Message centre keeps every conversation about your orders in one place: with colleagues, with partner organizations and with consumers by email. You open it from Settings, card Message centre, from the message icon in the top bar, or from an order in Transactions. Conversations are private: you only see the ones you take part in or that your organization owns.
What you see on this screen
Message centre title with a small dot: green when new messages arrive live, amber while connecting, red when the live connection is lost (the list still works; reload the page to update it).
Tabs: Inbox, Groups, External contacts, Held email, Templates and Support. Groups, External contacts and Held email only show when your role allows it.
My signature (pen icon): the text added under every email reply you send. You can add one per language; contacts without a matching language get the All languages signature. Never added under notes.
Keyboard shortcuts (keyboard icon, or press ?): the list of shortcuts, see Tips.
New conversation: start a conversation (only shown when your role allows it).
Left: the conversation list. Right: the open conversation, or "Select a conversation".
Queues and search
The row above the list shows queues. A number on a queue tells you how many conversations are in it.
All: every conversation you can see.
Assigned to me, Team (assigned to one of your team queues), Unassigned (no owner yet) and Waiting (waiting for someone's answer).
Invitations: conversations another organization invited you to. Press Accept to join. Earlier messages stay hidden unless they share them with you.
Unread, Overdue (the reply target has passed) and Due soon.
Snoozed, My reminders and Archived (conversations you archived for yourself).
Search subject, order number or message: finds conversations by subject, order number or text.
Each row shows the order number and shop, the subject, the status, unread messages, priority and tags, and who answered last. The list loads more conversations as you scroll. The archive icon on a row archives it for you only; a new message brings it back.
Filters and saved views
Click the Filters icon next to the search to open the filters:
All shops: only conversations of the shops you pick.
Filter by tags, Status, Type and Priority (Low, Normal, High, Urgent).
Save as view (bookmark icon): saves the current queue, search and filters as an extra tab after the queues, for example "Urgent returns". With the right role you can Share with my organization, so everyone sees the view. Use the pencil on an open view to rename it, the bin to delete it and the X to Leave view. Deleting a view never changes conversations.
Change many conversations at once
Tick the checkbox in front of a conversation, or the box next to the search for all loaded conversations. A bar shows Selected with icons (hover to see the name): Take this conversation, Assign, Remove owner, Resolve, Reopen, Set status, Set type, Set priority, Add or remove tags, Merge conversations, Snooze, Archive and Clear selection. Actions your role does not allow are not shown. The icons keep spinning until the list shows the new state, then a short confirmation appears. Conversations that could not be changed stay selected, so you can check them.
Read a conversation
Click a conversation in the list. At the top you see its number, subject, the order (click it to open the order in Transactions), the shop and the status. The icons on the right:
Participants: who is in the conversation. Use Add people to invite more: colleagues join right away, people of another organization get an invitation. With Share earlier messages new people can read the history too.
Text size and, in consumer conversations, Auto-translate consumer messages. You can also use Translate on one message.
Mark as read, Archive (for you only) and Snooze (Later today, Tomorrow, Next Monday or Pick date and time). A snoozed conversation leaves your queues until then, or until someone writes.
More actions (three dots): Forward conversation by email and Merge into another conversation (when your role allows it).
Hover over a message for its own actions: Reply to this message (quotes it), Forward message, Continue privately with that person in a new conversation, and for your own messages Edit message and Delete for everyone (within 15 minutes). Messages that came in by email have a View original email icon.
Emails as the sender formatted them. A message that came in by email shows the sender's own layout (headings, lists, links, tables) in a protected frame; nothing in it can run. Pictures from the internet stay hidden until you choose Show images, once or Always show from this sender; the earlier messages the sender quoted are folded behind Show quoted text. A long email gets Open full email, which opens the original with Formatted and Plain text tabs. Your own formatted replies and translated messages keep their layout too. Under an emailed reply the delivery strip shows each outcome (sent, delivered, bounced) as it happens; hover over it for the number of recipients.
Owner, status and properties
The bar under the header shows the status and the Owner. The icons: Take this conversation, Assign (to a person or a team queue), Mark as waiting (choose whose answer you wait for, with an optional reminder), Add reminder, and Resolve or Reopen.
Conversation properties (fold open): Status, Type, Priority and Tags. Only the organization that owns the conversation can change them.
In consumer conversations, Consumer details lists the consumer's other orders and conversations.
Write a reply or a note
Choose Reply or Note. A reply goes to everyone in the conversation, and external people get it by email. An Internal note is never emailed and external people do not see it. A Public note is shown to external people on their web page, without an email.
Type @ to mention a colleague or team, and / to insert a template. Format your text with the buttons or as you type: **bold**, _italic_, ~~strikethrough~~, `code`, underline, headings, bulleted and numbered lists, quotes, code blocks and links. Emoji, templates and text size sit on the same bar; on a phone the extra tools are behind More formatting. Drag the handle under the field to make the typing area taller; the height is remembered.
Full screen with preview (the expand icon, or Ctrl/Cmd+Shift+F) opens the reply on the whole screen with a live preview beside it: the exact email the recipient gets (with your signature and the channel's style, in desktop or phone width), the consumer page and the plain text used for SMS, WhatsApp and the app. Send test to me mails that email preview to your own address (five per hour). A note has no email preview. Escape or the collapse icon brings the reply back, nothing is lost.
In the QrX app: the reply field has a format bar (bold, italic, strikethrough, code), the same shortcuts while you type, and Full screen for a longer reply; formatted portal replies are shown formatted in the app. Editing a portal-formatted message in the app keeps the text plus those four marks only.
Attach photos or files (paper clip): photos, PDF, TXT, CSV, Word and Excel, up to 25 MB each and 10 files per message.
In consumer conversations, Also send as can add an SMS or WhatsApp message. The cost is shown and billed to the merchant that owns the order, also when its fulfilment partner sends it.
Send (or Ctrl/Cmd+Enter). The arrow next to it offers Send and resolve and Send and set waiting.
Your draft is kept on this device for seven days, also when you leave the page.
Start a new conversation
Click New conversation.
Under Conversation about, choose For an order and search the Order number or reference (at least 2 characters), or Without order and pick a Sales channel (when your organization uses conversations without an order).
Write the Subject (type / to take a subject from a template).
Choose Who can see it: Internal organization conversation, Private conversation with selected participants or Shared conversation between organizations, and pick the people. You can also add External people (email) from your contacts or by typing an email address (up to 20).
Check Review audience: who joins right away, who gets an invitation and who gets it by email. Then send. Cancel closes the form.
Groups
Groups are teams you can mention with @handle and assign work to (only shown when your role allows it). Use New group and fill in Group name, Mention handle, Purpose, Responsible manager and Members. Turn on Work queue so conversations can be assigned to the team and one member claims each. Visible to partners lets partners who share orders with you mention the team; they never see its members. Groups never give access to conversations. Each row has Edit, Copy and Archive; archived groups can be restored under Archived.
External contacts and held email
External contacts are people outside QrX you email from conversations. Add contact asks for Display name, Handle, Email address, Company (optional) and Email language. Nobody is emailed until someone adds the contact to a conversation. Send email as chooses whether emails come from QrX in your name or from one of your own sender profiles.
Held email lists email replies QrX did not post on its own, for example because the sender is not the saved contact address. Check the original email, then Release it into its conversation or Discard it. The sender is not told when you discard.
Templates
Templates are ready answers you insert with / in the reply box. The list shows Name and shortcut, Category, Scope, Languages, Version, Uses, Last used and Updated.
Rich formatting (switch in the editor) turns a template into a formatted answer with headings, lists, quotes and bold text. It is sent as a formatted email and shown as such in the portal; SMS, WhatsApp and the app get the plain text. Insert a variable with the picker under the editor; the preview shows the formatted result.
New template: give a Name, an optional Shortcut, Who can use it (Personal, Team or Organization), a Category, and the message per language. Variables are filled in from the order; Preview with order shows the result. Add a subject to use the template to start a conversation.
Add starter templates adds a ready set of templates and categories. Categories manages the category list and colors.
Each row has Edit, Copy, Version history (compare and restore earlier versions) and Archive.
Support settings
Everyone sets Available for consumer support here: when it is off, new consumer conversations are not assigned to you. With the routing permission you also see these sections:
Setup: Default team, Topics consumers can pick, Support link valid for, Response target and Resolution target (after which a conversation shows Overdue), Acknowledgement email, Satisfaction survey, and per sales channel the support link and its team. Press Save.
Ticket numbers: every new support conversation gets its own number, starting at the First ticket number (locked once numbering has started). Reference in email subjects and Prefix decide how it appears in email subjects, for example [#1000]. A numbered conversation without an order shows the reference in the inbox and in the conversation header. Acknowledgement for support emails sends one automatic reply with the ticket number when a customer emails your support address, in the customer's language; no-reply mailboxes and automatic emails never get one.
Auto-replies: under the Auto-replies tab, set the organization's Support opening hours (time zone, hours per day, closed dates) and the ordered auto-reply rules. A rule combines sender domains or addresses, contacts, sales channels, customer language, keywords and time (inside or outside opening hours, weekend, closed date) with a template; the first matching rule answers a new support email with that template in the customer's language, otherwise the standard acknowledgement goes out. Test shows which rule would answer an email without sending anything.
Rules: routing rules, checked from top to bottom; the first match decides where a consumer conversation goes.
Teams: per team the assignment mode (Team queue, Round robin or Fewest open), working hours and escalation.
Test routing: see where a consumer of an order would land for a topic. Nothing is created.
Invitations: whether invitations from other organizations are accepted automatically, for the organization and for you.
Email: the support email address per sales channel and a five-step setup (team, forwarding from your mailbox, own domain, test).
Satisfaction: ratings consumers gave after a resolved conversation, by team and agent, with comments.
Statuses & types: your own status and type labels. Each status belongs to open, waiting or resolved.
Tips and common questions
Keyboard shortcuts (when you are not typing): j and k next or previous conversation, r reply, n note, e resolve, a assign to me, s snooze, / template, Ctrl/Cmd+Enter send, Esc close.
"You do not have access to the message centre.": your role cannot read conversations. Ask an administrator.
"You cannot start a conversation on this order yet.": the order belongs to another organization that has not given yours access.
"This message can no longer be deleted for everyone.": the 15-minute window has passed.
"New messages arrived, so this conversation stays in the inbox.": archive it again after reading the new messages.
"Delivery is unconfirmed.": press Retry send. The same message is never sent twice.
Need help? Click Chat at the bottom of the Help Center.
Email delivery: Email status appears below each outgoing message. Sent to email provider means the provider accepted it, not that it arrived. Delivered confirms delivery to the receiving mail server, not that the person read it. Dropped, bounced and failed emails show a failure. If recipients have different outcomes, all outcomes remain visible with their counts.