How to work with multichat folders

1. Click “New folder” at the bottom of the column, enter the “Folder name”, choose a “Color”, and under “Location” pick “Root folder”, “Inside ‘Inbox’” or another folder. Nesting goes up to 5 levels.
2. To edit a folder, hover over it and click the gear: a pencil (edit), a plus (subfolder) and a trash can (delete) will appear.
3. Move a conversation by the six-dot handle on the right of its row — drag it onto the folder you need. Rows with a checkmark move together. Or open the conversation and click “Move”.

Counters. The blue badge next to a folder shows how many unread conversations you have in it. The “Don’t show unread count” checkbox hides the badge, for example for a newsletters folder. The Trash has no badge.

System folders can be renamed, recolored, given subfolders, or hidden with the trash icon by an administrator. A hidden folder disappears for everyone, but the conversations in it remain and new ones keep arriving there. To restore it, use the “New folder” window, “Hidden folders” section.

Visibility. If your site has staff groups, a shared folder gets a “Folder visibility (staff groups)” section: if nothing is selected, everyone can see the folder; subgroups of a selected group can see it too.

Personal folders. A folder created by a staff member is visible only to them — not to colleagues or the administrator. It is marked with a person icon.

The “Move” window has a “Always move from ‘…’” checkbox — it immediately creates a rule for that sender.

If it didn’t work

• I deleted a folder and the conversations disappeared. They didn’t disappear: when a folder is deleted, its conversations return to the shared folders and its subfolders become root folders.
• A staff member can’t see a folder. Check the folder’s visibility for groups and the group membership.