Skip to content
ChatterfyHelp Center
HomeGeneralCRMAI ManagerTrackerPlatformsFAQUpdate log
Main
Bot Settings
Automation & AI
CRM defaults
Flow Settings
AI Settings
Steps
Communication
Changes
Terms
Tracking
Additional
Messenger
Messenger
Logs — chat actions and exports
Tasks — team tasks
Inbox Control — Managing Your Chat List
Chat Status — conversation statuses
Smart Filters — advanced search in Messenger
Custom Filters in Messenger — Team-Saved
Translator — communicating with leads in different languages
Templates — Quick Reply Templates
Client card
Chat data
Events
Users
Mailings
Analytics
  1. CRM
  2. Messenger
  3. Messenger

Messenger

Раздел Messenger — рабочее место команды операторов в CRM . Здесь вы видите все диалоги бота или личного аккаунта, отвечаете лидам, переключаете статусы, фильтруете нужные чаты, открываете карточку кл

Updated September 11, 20265 min
РазделMessenger— рабочее место команды операторов в CRM. Здесь вы видите все диалоги бота или личного аккаунта, отвечаете лидам, переключаете статусы, фильтруете нужные чаты, открываете карточку клиента. Это главный экран оператора — на 80% рабочего времени он именно тут.
Список чатов слева, активный диалог в центре, карточка клиента справа. Переключение между ботами через селектор сверху. Вверху правее — индикатор состояния бота:Active(работает) илиStopped(остановлен). Если ботStopped— он не принимает и не отправляет сообщения, а в Messenger вы видите только историю.
What tasks does it solve
Receive an incoming chat and guide a lead to a target action. Switch an AI-dialogue to manual mode when the AI gets confused. Distribute new chats among operators. Find a specific lead among thousands by tag or filter. Reply to a lead in a foreign language using the built-in translator. Use ready-made templates instead of typing the same things manually. Open the customer profile to see where they came from, what they wrote, and what events they have completed.
Messenger section
Messenger section — chat list, statuses, filters



How different teams use Messenger

— Forex/crypto arbitrage: The media buyer operator manages 50-100 chats in parallel. Use the My Chats tab, smart-filters by waiting status and VIP tag, and quick-reply templates for common questions about registration and deposits. Use the customer profile to check Tracker Data and understand which campaign they came from.
— Sales team: The manager handles 10-15 high-value leads. Each chat is handled manually with long, meaningful messages and minimal templates. Use Custom Filters by deal stage, priority tags, and the translator if the lead is foreign-speaking. Use the profile to keep notes on the lead's needs.
— SaaS / e-commerce support: The operator works with 5-15 current tickets. Use the All tab, filter by manual status, templates for common issues, and Custom Fields with order numbers / product versions. Use the profile to view the lead's support history.
— Info-business: The expert answers students directly via a personal account-bot. Use the My Chats tab with course tag filters, templates with links to materials, and the profile for progress notes.


What is inside

Seven subsections plus the customer profile — each covers a specific part of the operator's workflow with a dialogue.
Inbox Control — Managing Your Chat List
The Inbox Control section is the left panel through which the agent manages the chat list. Here you will find the All / My Chats / Favorites tabs, the Chat Status panel, and filters (Custom/My filters
Chat Status — conversation statuses
Status is the main technical parameter of a conversation. It shows the current state of the chat and determines: who responds to the user — AI or an operator whether Push Messages (Global/Step push) a
Smart Filters — advanced search in Messenger
Smart Filters are an advanced filtering mode in Messenger. With them, you can build complex lead selections using dozens of parameters: tags, steps, deposits, events, custom fields, tracking, and othe
Custom Filters in Messenger — Team-Saved
Custom Filters in Messenger are team-wide saved filters available to all operators in the left sidebar. They let you open ready-made chat segments in one click without manually configuring conditions
Translator — communicating with leads in different languages
Translator in Messenger is a built-in tool for translating messages between an operator and a user. You can translate individual incoming and outgoing messages, as well as text before sending — direct
Templates — Quick Reply Templates
Templates are quick reply templates for operators. They are stored at the bot level and invoked directly in the input field using # + Template ID. All main Telegram message types are supported: text i
Customer Card
The client card is the right-hand panel in , which opens when you click a chat. It contains 3 tabs : Chat data (current lead parameters + actions), Events (event feed), Media (all files from the conve
— Inbox Control — switching between All / My Chats / Favorites tabs, status bar, and filters.
— Chat Status — 8 dialogue statuses (Auto / Manual / Waiting / Ignore / Blocked / Error / Stopped / Finished) and what they mean.
—Smart FiltersиCustom Filters— две точки доступа к одним и тем же сохранённым фильтрам прямо из Messenger. Каноническое создание — в Bot Settings.
— Translator — built-in translation of incoming and outgoing messages, language selection for the entire dialogue or a single message.
— Templates — quick-reply templates using #, categories, and import from another bot.
— Customer Profile — three tabs (Chat data / Events / Media) with lead data and actions for the dialogue.


Where to start

Depends on what you are currently working on:
Только зашли в Messenger и хотите разобраться в навигации — Inbox Control — Managing Your Chat List(tabs, status panel, filters).
A lead is "stuck" in a status and you don't understand why — Chat Status — conversation statuses(full breakdown of all 8 statuses).
Want to speed up work with canned responses — Templates — Quick Reply Templates(templates using #).
Leads in different languages — enable Translator — communicating with leads in different languages(incoming to operator language, outgoing to lead language).
Team of 3+ operators — configure segmentation via Custom Filters — saved segmentsand use saved filters via Smart Filters — advanced search in Messenger.
Chat distribution between operators based on rules — Assign Manager — chat distribution.
Need detailed information on a specific lead — Customer Card.


Connection with other sections

Messenger — the operator entry point for chats, but data comes from all sides. Lead parameters (Status / Sale Stage / Tags / Custom Fields) are set in Bot Settingsand arrive here through the work of Flow Settings. The traffic source is visible in Tracker Data — traffic source data(if the bot is connected to Tracker — Overview). Chat visibility between operators is regulated via roles in Managing Users and Roles within a Space(including Hide Operator mode with name anonymization).
If you want to view the database not as a stream of chats, but as a table with filters and bulk actions — this is Users. Same database, different view: in Messenger it is more convenient to communicate with a lead, in Users — to segment hundreds of leads at once.


Frequently Asked Questions

All — all bot dialogues. My Chats — only those assigned to you via Assign Manager. Favorites — personally marked with a star ⭐ for quick access.
You can assign yourself to a lead manually in the client card ( Manual — Manually Changing Lead Parameters) or automatically via Assign Manager — chat distribution.

Depends on the role in the Space:
Owner / Admin / Manager — see all chats.
Operator — sees chats either assigned to them or all of them, depending on Space settings.
Hide Operator — видит чат, но имя/username клиента анонимизированы (показывается ChatterfyID).
For details — Managing Users and Roles within a Space and FAQ How to hide chats between agents.

In Finished status (dialogue completely ended) — filter by status via the Chat Status panel on the left. There is no separate Archive tab, but the filter "Finished + Created at last 30 days" provides the necessary view.

Yes. In one browser window — switch via the bot selector at the top. You can open multiple browser tabs for different bots simultaneously. Notifications for new messages are configured separately via Notifications — Telegram Notifications for the Team.

Shared per bot. All operators with access to this bot see the same set of templates. If personal templates are needed — that option is not available yet (in the roadmap).

Messenger — stream-based work with one chat at a time: open a dialogue, reply, close. Users — table-based work with the database: filter, group selection, bulk action, export. These are different views of the same database. A single lead is visible in both places. Every day, the operator opens Messenger to chat, and Users to segment or launch a broadcast.

The web interface adapts for mobile, but full-scale work on a smartphone is inconvenient — the client card and chat list do not fit well on the screen. For a quick response on the go — yes, for a shift at a computer — desktop is better. Telegram notifications about new leads — via Notifications — Telegram Notifications for the Team (a separate channel, so you don't miss an urgent chat).


Section articles

Chat Status — conversation statuses
Status is the main technical parameter of a conversation. It shows the current state of the chat and determines: who responds to the user — AI or an operator whether Push Messages (Global/Step push) a
Custom Filters in Messenger — Team-Saved
Custom Filters in Messenger are team-wide saved filters available to all operators in the left sidebar. They let you open ready-made chat segments in one click without manually configuring conditions
Inbox Control — Managing Your Chat List
The Inbox Control section is the left panel through which the agent manages the chat list. Here you will find the All / My Chats / Favorites tabs, the Chat Status panel, and filters (Custom/My filters
Smart Filters — advanced search in Messenger
Smart Filters are an advanced filtering mode in Messenger. With them, you can build complex lead selections using dozens of parameters: tags, steps, deposits, events, custom fields, tracking, and othe
Templates — Quick Reply Templates
Templates are quick reply templates for operators. They are stored at the bot level and invoked directly in the input field using # + Template ID. All main Telegram message types are supported: text i
Translator — communicating with leads in different languages
Translator in Messenger is a built-in tool for translating messages between an operator and a user. You can translate individual incoming and outgoing messages, as well as text before sending — direct


Related

Customer Card
The client card is the right-hand panel in , which opens when you click a chat. It contains 3 tabs : Chat data (current lead parameters + actions), Events (event feed), Media (all files from the conve
Users
Раздел Users — таблица всех пользователей конкретного бота или личного аккаунта. В отличие от (где работа идёт с одним диалогом за раз), Users — про работу с базой массово . Здесь вы фильтруете тысячи
Custom Filters — saved segments
The Bot Settings → Custom Filters section is where saved filters for lead segmentation are created. These are pre-built combinations of conditions that select the required audience from the entire dat
Flow Settings
The Flow Settings section is the heart of Chatterfy . This is where the bot’s communication logic with the lead comes together: which messages are sent, in what order, which conditions are checked, wh


Unread and read messages

The counter on the chat line shows how many of your messages the lead has not yet read. To process all current messages, use the Mark all as read button next to the input field.
Unread message counter and Mark all as read
The counter is visible in the chat list, and the Mark all as read action is in the open dialogue.


Read and sent time

Hover over a message to see the exact date and time it was sent or read. One or two checkmarks next to a message help quickly assess its status.
Exact message time in Messenger
The tooltip shows the date and time down to the second.


Was this article helpful?

BackLogs — chat actions and exportsNextInbox Control — Managing Your Chat List

On this page

  • How different teams use Messenger
  • What is inside
  • Where to start
  • Connection with other sections
  • Frequently Asked Questions
  • Section articles
  • Related
  • Unread and read messages
  • Read and sent time