What employees see in the multichat and how to open settings for them

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An employee sees "Inbox" and their conversations in the "In progress" and "Completed" folders. The administrator grants access to "Settings" with the "Select employees" button.

  1. As the administrator, open "Settings" → "Rules". At the top there is a bar "Access to the "Settings" section".
  2. Click "Select employees". Check groups (their subgroups will also get access) or individual people — search by name or e-mail.
  3. Click "Save access".

Those checked will see the gear icon and the entire "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.
  • An employee sees the entire "Inbox", and in the "In progress" and "Completed" folders — only conversations where they are the assignee. The assignee is the one who clicked "Take into work" (or completed a conversation without an assignee).
  • 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.
  • An employee's personal folder is visible only to them.

The multichat section itself is opened to everyone logged in who is allowed its "Access level" in the site structure.

If it didn't work

  • An employee doesn't see a colleague's conversation in the "In progress" folder. That's by design. If it needs to be handed over — the administrator sees it and can move it.
  • An employee doesn't see conversations completed by rules. They have no assignee, so in the "Completed" folder only the administrator sees them.
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See also

What is multichat and how to startMultichat collects conversations from messengers, social networks, marketplaces, email, and the site chat into one window. Start with the section with the multichat module and the…How to reply to a client in multichatOpen the chat, click "Take to work", then "Reply". Send with the "Send" button or Ctrl+Enter, and finish with "Completed".How to connect Telegram, WhatsApp, and MAX to multichatThese messengers are connected via QR code: connection name → "Save" → "Connect via QR" → scan the code with your phone.How to connect messages from a VKontakte and Odnoklassniki groupBoth require a community access key. For VKontakte, Callback API is also configured; Odnoklassniki subscribes automatically.

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