Adzikin

Hello, I don't show me answers from customer in fiber in customer support. If I write a customer right from the order in Back Office, the customer will get this message, it will open it and when it will send me a response, this message should show me in the fiber of a given communication in customer support details, I understand the right? I only see send messages in this thread. IMAP SYNC I have set correctly in Attachment ORDERS AND MESSAGES TIMELINE thanks for help