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

  1. Select the needed dialog in the list on the left — a messages window opens on the right.
  2. Click in the "Message…" field and enter your reply.
  3. 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.

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).