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

# Working in the inbox

> How the shared inbox is laid out, what the tabs are for, and the panels around a conversation.

Every connected channel arrives here, in one list.

## The three tabs

| Tab          | What is in it                                                                    |
| ------------ | -------------------------------------------------------------------------------- |
| **Messages** | Direct conversations — WhatsApp, Messenger, Instagram DMs, Telegram, SMS, email. |
| **Comments** | Comments on your social posts and ads. You can reply publicly or privately.      |
| **Posts**    | The posts themselves, for context on what a comment is about.                    |

Above the list, the channel filter narrows to one channel. You can also filter open versus
closed, search, and select several conversations to act on together.

## Around a conversation

* **Assign** (header) — move the conversation to another agent. See
  [How assignment works](/help/routing/how-assignment-works).
* **Pause AI** — stop your AI agent replying in this one conversation. By default this
  happens automatically when a human is assigned.
* **Customer panel** — who this is, their contact details, their tags.
* **Lead panel** — the deal attached to them: stage, value, owner. You can change the stage
  from here without leaving the conversation.
* **Call history** — past calls with this person, where the channel supports calling.
* **Group info** — for group chats: participants, admins, and the join-approval mode.

## Replying

The composer sends text, emoji, media, voice notes and locations. Two shortcuts are worth
learning early because they save the most time:

* Type `/` for [quick replies](/help/inbox/quick-replies-and-commands) — your saved
  answers.
* Type `:` to run an automation on this conversation.

Outside WhatsApp's 24-hour window you must use an approved template — the composer offers
the template picker. See [Template approval](/help/campaigns/template-approval).

## Closing conversations

Closing is not cosmetic. Distribution gives new chats to whoever has the **fewest open
chats**, so conversations left open make you look busier than you are and quietly reduce
what you are given. Close what you have finished.