Responses in the App are not shown to visitor

Hi there, I have another question regarding the app for iOS. When I want to answer a question of a customer via the app, my answer is not shown to the customer. Is this a general problem?

Hi Madlen can you describe in detail your use case?

As you can see in the foto on the right side, there is a customer using the chat. Then, on the left side, I want answer him via the app, but the message does not appear to the customer.
So in fact, I cannot use the app to answer my customers.

Are you available for a call? Please send your email at

I am faced with a similar problem. Could someone please post the solution to it? Thanks in advance.