How to reply to a customer in multichat

1. Open the conversation in the "Входящие" folder and click «Принять в работу». It will move to the "В работе" folder, and you will become the person responsible.
2. Click «Ответить» — the reply field will appear at the bottom.
3. Write the text. Ready-made phrases are in the «Шаблоны» button, where you can also create them by category.
4. Files are attached with the paperclip or by dragging them right onto the field: up to 10 files, each up to 10 MB. Anything that doesn't fit is rejected with the note "Не прикреплено: …".
5. Click «Отправить» or Ctrl+Enter (⌘+Enter on Mac). A plain Enter is a line break.
6. When the issue is resolved — «Выполнено». If the customer writes again later, a new request will open in messengers and marketplaces; a reply to an email is appended to the previous conversation.

The reply goes to the same channel the message came from: to Telegram — via Telegram, to email — as a letter from the connected mailbox. The «Написать» button in the folder column creates a new email.

Read status is individual. A bold row is unread for you; a colleague who opened the conversation does not remove the bold for others. When any employee has replied, the message is considered read for everyone.

Search above the list searches by messages and ticket number. If you switch to another folder with a non-empty search, multichat will ask whether to search there too.

If it didn't work

• There is no reply field. You can reply only in a conversation that is "В работе": first "Принять в работу", then "Ответить".
• A T-Bank payment has no "Ответить" button. That's as intended: it is a bank notification, and there is nowhere to reply.
• The file was sent, but the customer in WhatsApp sees an empty space. Send photos as JPG or PNG, videos as MP4. Everything else is sent as a document.