Manager workspace and permissions
Use Chat → Dialogues or /bitrix/tools/zorka.chat/operator.php with your native Bitrix account. PWA installation does not grant access: login, active account, module/site/department permissions remain server-side checks.
| Role | Access |
|---|---|
| No access | No workspace or operator API |
| Chat operator | Shared queue, permitted sites/departments and owned conversations |
| Supervisor | All departments, observing without clearing another operator's unread state, transfer/takeover and audit |
| Module management / administrator | Settings and extended management |
An operator cannot use the visitor widget in the same browser session to message themselves. Use another profile for visitor testing.
Queue
New workspace navigation starts at Open, followed by Closed, Archive, All. All includes open and closed conversations; archived ones have their own tab. The queue combines accessible sites and displays the originating site.
Search checks the full message history, not only loaded previews. Newer conversation IDs come first, not conversations with the latest reply. Status/site/department filtering still applies; results are paginated.
Select a conversation and Claim it. Enter sends text; Shift+Enter adds a newline. An ordinary operator cannot claim a conversation already owned by someone else. Transfers use permitted managers; takeover requires elevated rights.
Close removes the row from Open while preserving history in Closed and All. Reopen returns it to work. Archive applies to closed conversations. Release removes assignment. Transfers and takeovers are audited. Refresh reloads the queue and selected history while keeping the search/filter.
Unassigned conversations alert eligible managers; unread messages in an assigned conversation alert its owner. Reading stops the reminder without requiring a reply. Supervisor observation does not clear the owner's unread state. See Notifications.
Links and manager channels
Without a VirusTotal key, URLs are visible but require confirmation before navigation. With checking enabled and configured, pending/error/unsafe results block navigation until an acceptable result exists. Search/previews/notifications share URL protection and navigation rechecks access. This is not a permanent guarantee of resource safety.
VirusTotal receives the URL, potentially including private parameters. Keys stay server-side. Live VirusTotal integration has not been confirmed in this development cycle.
My messengers supports Telegram/MAX binding when a site bot is configured. The binding command expires in ten minutes. Use different bot tokens per site. Replies/delivery enforce user, department and assignment permissions. These optional channels depend on external providers and require live integration testing.