How to reply to a client in multichat

1. Open the chat in the "Inbox" folder and click "Take to work". It will move to the "In progress" folder, and you will become the assignee.
2. Click "Reply" — a reply field will appear at the bottom.
3. Write your text. Ready-made phrases are in the "Templates" button, where you can also create them by category.
4. Files are attached with a paperclip or by dragging them directly onto the field: up to 10 files, each up to 10 MB. Anything that doesn't fit is rejected with the explanation "Not attached: …".
5. Click "Send" or Ctrl+Enter (on Mac ⌘+Enter). A regular Enter is a line break.
6. When the issue is resolved — "Completed". If the client writes again later, a new request will open in messengers and marketplaces; a reply to an email is appended to the previous chat.

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

Read status is individual. A bold line means unread for you; a colleague who opens the chat does not remove the bold for others. When one of the employees replies, the message is considered read by everyone.

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

If it didn't work

• No reply field. You can only reply in a chat that is "In progress": first "Take to work", then "Reply".
• A T-Bank payment has no "Reply" button. That's how it should be: it's a bank notification, and there's nowhere to reply.
• The file was sent, but the client sees an empty space in WhatsApp. Send photos as JPG or PNG, videos as MP4. Everything else is sent as a document.