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Trackmart includes a built-in chat system that allows you to communicate directly with drivers and merchants. This feature helps coordinate deliveries, ask questions, and resolve issues in real-time.

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Accessing Chat

There are multiple ways to access chat in Trackmart:
Open the app and navigate to the Chats tab at the bottom of the screen. This shows all your conversations with drivers and merchants.
The Chats tab displays all merchants/drivers in the system, making it easy to start conversations even before placing an order.

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Starting a Conversation

1

Navigate to Chats tab

Tap the Chats tab at the bottom of the screen.
2

Find your driver

  • Browse the list of available drivers
  • Use the search icon (if needed) to filter by name
  • Each driver is shown with their profile photo and name
3

Open chat

Tap on the driver you want to chat with. This opens a dedicated chat screen with that person.
4

Start messaging

The chat screen is now ready for you to send messages.

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Sending Messages

The chat interface supports multiple types of messages:

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Text Messages

  1. Open a chat with a driver
  2. Tap the message input field at the bottom (“Type your message…”)
  3. Type your message
  4. Tap the send icon (paper plane) to send
Your messages appear on the right side with a gray background. Driver responses appear on the left with a blue background.

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Image Messages

  1. In an open chat, tap the image icon on the left side of the input field
  2. Select an image from your device gallery
  3. Wait for the image to upload (you’ll see a loading indicator)
  4. The image is automatically sent once uploaded
Send images to show drivers your exact location, delivery access points, or specific product requirements.

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Stickers and Emojis

  1. Tap the face icon (emoji/sticker button) in the chat input area
  2. A sticker panel appears with multiple sticker options
  3. Tap any sticker to send it immediately
  4. Tap the face icon again to hide the sticker panel
Stickers can add personality to your conversations and make communication more friendly.

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Chat Interface Features

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Message Display

Your Messages

Appear on the right side with gray background. These are messages you’ve sent.

Driver Messages

Appear on the left side with blue background and the driver’s avatar. These are messages from the driver.

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Message Information

Each message includes:
  • Content: The text, image, or sticker sent
  • Timestamp: Date and time the message was sent (shown below messages)
  • Sender: Driver avatar appears next to their messages
Timestamps are displayed as “DD MMM HH:mm” format (e.g., “15 Mar 14:30”).

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Avatar Display

Driver avatars help you quickly identify who you’re chatting with:
  • Shows the driver’s profile photo if they have one
  • Shows a default account icon if no photo is available
  • Appears next to each of the driver’s messages

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Managing Conversations

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Active Chat Indicator

When you’re chatting with a driver, your account is marked as “chatting with” that person. This helps coordinate communication.

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Keyboard Management

Tap the message input field to bring up the keyboard and start typing.

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Exiting a Chat

1

Tap the back button

The back arrow in the top-left returns you to the Chats list.
2

Chat status clears

Your account is no longer marked as chatting with that driver.
3

Conversation saved

All messages remain saved and can be accessed again by opening that chat.

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Best Practices for Driver Communication

Be Clear and Concise

Provide specific information about your location, order details, or questions. Clear communication prevents delays.

Be Respectful

Maintain polite and professional communication. Drivers are working to serve you.

Share Location Details

Use images or descriptions to help drivers find your exact location, especially if it’s difficult to locate.

Respond Promptly

When a driver messages you (especially during delivery), respond quickly to avoid delays.

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Common Chat Use Cases

You: “I’m at the blue gate next to the pharmacy on Main Street.”Or send an image showing your building or landmark.
You: “Hi, I placed an order 30 minutes ago. Have you started the delivery?”Driver: “Yes, I’m on my way. ETA is 15 minutes.”
You: “Please call me when you arrive so I can come out to meet you.”Driver: “No problem, I’ll call when I’m close.”
You: “The quantity delivered seems less than what I ordered. Can we verify?”Driver: “Let me check the order details with you.”

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Message History

Trackmart maintains your chat history:
The last 20 messages in each conversation are loaded when you open a chat. Scroll up to view older messages.
  • Messages are stored in Firebase Firestore
  • Conversations persist across app sessions
  • You can review past communications with any driver

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Notifications

Keep your app open or running in the background to receive timely messages from drivers during active deliveries.
While the chat system is built into the app:
  • Messages sync in real-time when the app is open
  • Check the Chats tab regularly for new messages
  • During active deliveries, monitor both tracking and chat

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Privacy and Safety

In-App Only

All communication stays within the Trackmart app. Never share personal contact details unless necessary.

Professional Boundaries

Keep conversations focused on delivery and order matters.

Report Issues

If a driver sends inappropriate messages, report it through the app’s support menu.

No Payment Details

Never share mobile money PINs, passwords, or financial information via chat.

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Troubleshooting Chat Issues

  • Check your internet connection
  • Ensure the app has network permissions
  • Try closing and reopening the chat
  • Images require stable connection to upload
  • Pull down to refresh the message list
  • Check your internet connection
  • Ensure the app is up to date
  • Try closing and reopening the chat
  • Check your internet connection speed
  • Ensure the app has storage/gallery permissions
  • Try a smaller image or different image
  • Wait for previous uploads to complete
  • Stickers are built-in assets that should always work
  • Try restarting the app if stickers don’t appear
  • Check that you have the latest version of the app
If you experience harassment or inappropriate behavior from a driver, exit the chat immediately and contact Trackmart support via the Help menu.

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Chat vs. Phone Contact

  • Non-urgent questions
  • Sharing location photos
  • Delivery instructions
  • Order clarifications
  • Written documentation
The in-app chat is ideal for most communications, but if a driver shares their phone number for urgent matters during delivery, use your judgment on the best communication method.

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