Templates of answers, work with chats

Good afternoon How can you add templates for text correspondence to the system? We need managers to be able to send template responses from the script in correspondence with the client How to set up a filter within chats by responsible managers? Now only all correspondence in the chat is visible and the manager cannot filter to see only his own and work with them How to make a convenient transition from the transaction to the chat and from the chat back to the transaction? It is necessary to make a button so that the manager from the transaction or from the lead can immediately go to the chat and conduct correspondence, and then return to the transaction and fill out the order using the button inside the chat