How to Reply to a Client?

When a client is waiting for a response, every second matters. This instruction will help send a message confidently and without unnecessary actions so the client gets help exactly when needed.

When Needed

New message from a client in chat.
Dialog update after pause or clarification.
You need to send additional information to the client.

What's Important to Know

Active chat — dialog that is open in the messages window with full conversation history.
Input field — place where you enter message text.
Messages can be edited or deleted after sending.

Prerequisites

You are logged in with operator rights.
You have navigated to the OperatorLine module via Apps -> OperatorLine.
You have an open request with an active chat.

Step-by-Step Instructions

Select the needed dialog in the list on the left — a messages window opens on the right.
Click in the "Message…" field and enter your reply.
Click the "Send" button or press Enter — the message is sent to the client.

What Happens After

The client receives your reply, and you see it in the dialog feed with a delivery indicator.

How to Verify It Worked

Check the message status indicator ("sent", "delivered", "read").
Make sure the message appeared in the dialog feed.

Other Ways

Shift+Enter — new line without sending.
Using quick replies for typical messages.
Using Copilot for AI hints.
Attaching a file to the reply — use the attachment control in the message field.

Files in Facebook Messenger

If the dialog is on Facebook Messenger and you send a PDF or another document (not an image or video):

By default the customer receives a message with a link to the file in the text.
If an administrator enabled Facebook native file attachments, the customer receives the file as a Messenger attachment. Any text you entered is sent as a separate message.

Operators do not need an extra toggle — attach the file and click Send. How to enable the option on the instance: How to enable native files in Facebook Messenger.

Reply in personal (Instagram / Facebook)

Use “Reply in personal” to start a private (DM) conversation linked to a comment instead of replying publicly under the post. The option appears for messages that have a parent (comment context).

Important: Meta applies its own rules (time window, usually one private message before the customer replies in DMs). If Instagram returns a message that the comment already has a reply, the platform has already used the reply slot for that comment (public reply, private reply, or automation). See Instagram content in chats (explanation).