> ## 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.

# How the inbox works

> Understand channels, conversations, assignments, and WhatsApp reply windows.

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" />

The inbox brings customer conversations into ContactShip so human members and text agents can handle them with shared contact context. Availability follows the organization’s configuration; if you see **Request access**, contact support.

| Item         | Meaning                                                                              |
| ------------ | ------------------------------------------------------------------------------------ |
| Channel      | A connected WhatsApp number with its own assignment, schedule, and webhook settings. |
| Conversation | A thread between a contact and a channel; at most one per contact per channel.       |
| Contact      | The CRM record linking calls and conversations.                                      |
| Message      | Text, media, a template, internal note, or another item in a thread.                 |

## Who replies

Channel assignment rules direct conversations to a text agent, person, or configured rotation. Human takeover depends on permissions and organization assignment protection. Merely creating a text agent does not route messages to it: connect the agent in the channel’s assignment settings.

Conversations can be open or closed. Closing preserves history and can trigger automations. **Snoozed** has no filter or action in the current interface.

## WhatsApp reply window

The app tracks the 24-hour window from the customer’s latest message. Free-form replies and quick replies become unavailable when it expires; use an approved template when the composer requires one. An outgoing message alone does not restart the customer-message clock.

## Availability and limits

Channel counts depend on the plan; reaching the limit produces a channel-limit notice. Inbox automation rules, lead-management deadlines, and softphone/contact-center functions have separate organization add-ons.

The new-channel dialog currently connects WhatsApp Business. Instagram and Messenger show **Coming soon**, and manual credential setup does not complete a connection. The inbox supports individual conversations; group and community management is not offered here. SMS, email, translation, AI reply suggestions, and internal mentions are not available in this composer.

Start by connecting WhatsApp, configuring channel assignment, and sending a controlled message to verify the reply path.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Why isn’t my text agent answering?">
    Check that the channel is active, its matching rule points to that agent, business hours permit AI replies, and the conversation has not been taken over by a person.
  </Accordion>

  <Accordion title="Does closing erase messages?">
    No. Use the Closed filter to inspect the thread.
  </Accordion>

  <Accordion title="Can I connect Instagram?">
    The current new-channel dialog marks Instagram and Messenger as Coming soon.
  </Accordion>
</AccordionGroup>

## See also

* [Connect WhatsApp](/en/messages/connect-whatsapp)
* [Channel settings](/en/messages/channel-settings)
* [Inbox](/en/messages/inbox)
* [Text agents](/en/text-agents/create)