# 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.

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## When Needed

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

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## 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.

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## Prerequisites

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

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## 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.

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## What Happens After

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

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## How to Verify It Worked

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

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## 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](/en/operatorline/how-to/enable-facebook-native-file-attachments.md).

### 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)](/en/operatorline/explanation/instagram-content-in-chat.md#instagram-comments-direct-private-reply).

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## Related Materials

- [Instagram content in chats (explanation)](/en/operatorline/explanation/instagram-content-in-chat.md)
- [How to enable native files in Facebook Messenger](/en/operatorline/how-to/enable-facebook-native-file-attachments.md)
- [Connect Facebook Messenger / Instagram](/en/channels/how-to/connect-facebook-messenger-instagram.md)
- [Use quick replies](/en/operatorline/how-to/use-quick-replies.md)
- [Use Copilot](/en/operatorline/how-to/use-copilot.md)
- [Translate a client message](/en/operatorline/how-to/translate-client-message.md)
- [Open request](/en/operatorline/how-to/open-request.md)