What staff see in the multichat and how to give them access to settings

1. Logged in as an administrator, open “Settings” → “Rules”. At the top there is a bar “Access to the “Settings” section”.
2. Click “Select staff”. Mark groups (their subgroups get access too) or individual people — search by name or e-mail.
3. Click “Save access”.

Those selected will see the gear icon and the whole “Settings” window: processing rules, working days and auto-reply, VKontakte, Telegram and email connections. Only the administrator can add channels, connect the rest (WhatsApp, MAX, Avito, marketplaces, T-Bank, Odnoklassniki, website chat), view “Connection errors” and change the access list itself.

Who sees which conversations.

• The administrator sees everything.
• A staff member sees the entire “Inbox”, and in the “In progress” and “Completed” folders — only conversations where they are the responsible person. The responsible person is whoever clicked “Take into work” (or completed a conversation that had no responsible person).
• Shared folders are visible to everyone or only to selected groups — this is set in the folder window. System folders can also be hidden from groups.
• A staff member’s personal folder is visible only to them.

The multichat section itself opens for everyone logged in whose “Access level” in the site structure allows it.

If it didn’t work

• A staff member doesn’t see a colleague’s conversation in the “In progress” folder. This is by design. If it needs to be handed over, the administrator can see it and move it.
• A staff member doesn’t see conversations completed by rules. They have no responsible person, so only the administrator sees them in the “Completed” folder.