> ## 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 manage the conversation.

    * View the client's name and profile.
    * See the assigned agent.
    * Manage tags.
    * Toggle automations on or off.
    * Assign the ticket.
  </Step>
</Steps>