> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation inbox

> Reply to, assign, and close conversations from the inbox.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Messages" permission="conversation.read" />

## Find and handle a conversation

1. Open **Messages**. Use search and status, assignee, and tag filters. **Exclude AI** and **Unanswered** help focus on human service.
2. Choose **All**, **Open**, or **Closed** for the records you need.
3. Open a conversation and check its channel, contact, and assignee. Use the takeover or assignment action available to your role before intervening.
4. Select **Reply** to message the customer or **Notes** to record internal information. Check the mode before sending.
5. Close the conversation when handling is complete. Closing can trigger organization automations.

## Messages and context

You can use WhatsApp text formatting, emojis, voice notes, attachments, quick replies, and templates with variables. The thread also displays received types such as locations, stickers, and reactions; displaying a received type does not imply there is a button to create it.

Watch the WhatsApp window indicator. When free-form replies are unavailable, choose an approved template and review its variables.

The contact panel includes **Activity**, **Information**, and **Call history**. The **Management** tab, deadlines, and requirements belong to the lead-routing add-on. Conversations originating from ads may display Click-to-WhatsApp ad context.

## Assignment and access

Channel rules determine initial assignment. Your role and the organization’s assignment protection determine whether you can take conversations from another person, AI, or the unassigned pool. If an action is missing, ask an administrator to review its permissions and scope.

This composer does not offer automatic translation, AI reply suggestions, or internal mentions.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Are notes sent to the customer?">
    No. They are internal; confirm the composer is in **Notes** mode before saving.
  </Accordion>

  <Accordion title="Does closing delete history?">
    No. Find it using the **Closed** filter.
  </Accordion>

  <Accordion title="Why can’t I take over a conversation?">
    Check assignment, permissions, and organization protection. Being able to view a thread does not enable every action.
  </Accordion>
</AccordionGroup>

## See also

* [Channel settings](/en/messages/channel-settings)
* [Templates](/en/messages/templates)