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

# Inbox Overview

> Manage every customer conversation in one place — messages from customers, agents, campaigns, Sofia AI, and automations, with full context 💬

The Inbox is where you manage all your customer conversations in one place. It centralizes every message related to a customer — from the customer, from agents, from campaigns, from Sofia AI, and from auto-replies and automations — so your team always has full context without switching tools.

## Tour of the interface

The Inbox is split into three zones: the conversation list on the left, the active conversation in the center, and the customer panel on the right.

<Steps>
  <Step title="Conversation list (left)">
    Browse and find conversations.

    * Search by customer name or phone number.
    * Unread messages appear in **bold**.
    * Each row shows a preview of the last message.
    * See the ticket number, status, and topic for every conversation.
  </Step>

  <Step title="Active conversation (center)">
    Read the full history and reply.

    * View the complete chat history, including delivery errors.
    * Send messages, templates, files, emojis, or audio.
    * Open a ticket while you reply, without leaving the conversation.
  </Step>

  <Step title="Customer panel (right)">
    See who you're talking to and keep their details in one place.

    * View and edit the customer's profile.
    * Add notes about the customer.
    * Review the customer's ticket history.
    * See connected details like their Shopify profile.

    Actions like managing tags, assigning the ticket, and toggling automations live in the conversation's top action bar — see [Managing tickets](/inbox/managing-tickets).
  </Step>
</Steps>

## What you can do in the Inbox

Beyond reading and replying, the Inbox gives your team the tools to find the right conversations, handle tickets end to end, and keep every customer's context in one place. Here's where each task lives:

<CardGroup cols={2}>
  <Card title="Find conversations" icon="magnifying-glass" href="/inbox/finding-conversations">
    Filter by campaign, status, tags, topics, channel, and ticket number — plus search and saved views.
  </Card>

  <Card title="Work a conversation" icon="paper-plane" href="/inbox/working-a-conversation">
    Reply with text, templates, quick replies, files, audio, emoji, and reactions.
  </Card>

  <Card title="Manage tickets" icon="ticket" href="/inbox/managing-tickets">
    Open, assign, resolve, reopen, set topics, pause automations, and read the AI summary.
  </Card>

  <Card title="The customer panel" icon="user" href="/inbox/customer-panel">
    View and edit the customer's profile, add notes, and see ticket history.
  </Card>
</CardGroup>

<Note>
  Looking to change how the inbox behaves for your whole team — routing, ticket automation, surveys, topics, or tags? Those live in [Inbox Settings](/inbox/settings).
</Note>