Guide – PrimeDesk

Getting Started

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

Message Format

Your customers should format their messages like this to reach the correct department:

[TOPIC] Your message

Examples:

[SUPPORT] My app keeps crashing.
[SALES] Do you ship to Canada?
[BILLING] I need a refund for order #123.

How Message Threading Works

The system automatically organizes different topics into separate threads, keeping conversations organized. Customers can have multiple conversations active at the same time. Each topic (like Support, Billing, or Sales) maintains its own independent thread with its own chat history.

How Customer Replies Work

If they include a tag: Their message goes directly to that specific conversation thread.
If they don't include a tag: The system uses "sticky tags" to automatically route their message to their most recent active conversation.

Example Scenario

A customer has two active conversations:

A refund request: [BILLING]
A technical issue: [SUPPORT]

If they reply without a tag, their message will go to whichever conversation they last messaged about. To ensure their reply goes to the correct conversation, they should include the tag at the start of their message.

Managing Your Team with PrimeDesk

PrimeDesk is powered by WordPress and the WhatsApp Business Cloud API, providing your team with the tools to deliver fast, organized support.

Team Structure

Admins have full access to manage the entire system, including untagged messages and all conversation threads across all departments.

Team Members can be assigned to specific categories (like Support, Sales, or Billing) and will only see conversations relevant to their department. This keeps workflows focused and maintains security.

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 your team members handle conversations by topic. Each team member sees only their assigned categories, organized 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

1. Tagged Messages: When a customer sends a message with a valid tag (e.g., [SUPPORT:TECHNICAL]), the system either creates a new thread or routes it to an existing one.

2. Sticky Tags: If a customer previously used a tag but sends a new message without one, the system automatically applies their last-used tag to keep the conversation organized.

3. Untagged New Messages: Messages from new customers without tags go to the Main Tag, visible only to Admins for proper routing.

4. Topic Isolation: Each thread is completely independent. Closing a "Billing" tag doesn't affect an active "Support" tag for the same customer.