> ## Documentation Index > Fetch the complete documentation index at: https://docs.zynfo.ai/llms.txt > Use this file to discover all available pages before exploring further. # The Inbox: read and answer conversations > Use the ZynfoAI Inbox to see every website and WhatsApp conversation, find chats waiting for a person, take over, reply, add private notes, and hand back to the AI. # The Inbox Click **Inbox** in the sidebar. It shows every conversation from your website widget and WhatsApp. ZynfoAI Inbox with folders and channels, a conversation list, an open WhatsApp chat with its actions, the reply box, and the Customer 360 panel ## Folders Each folder shows how many conversations it holds. * **Waiting:** the customer asked for a person and nobody has taken the chat yet. * **Mine:** chats you're handling, or that are waiting for you. * **AI handling:** the AI agent is answering. * **Resolved:** finished conversations, including ones that ended after 10 minutes without activity. * **All:** every conversation. Under **Channels**, pick **All Channels**, **Website Widget** or **WhatsApp**. Search finds a conversation by the customer's name, email or phone, or by words in its messages. ## The conversation list Each conversation shows the customer, the last message, and who is handling it. A dot means the customer is waiting for a reply. **Waiting 4m** shows how long it's been since they asked for a person. ## Take over and reply Open a conversation. The status at the top tells you who is answering: **Waiting for you**, **Waiting for {name}**, **AI handling**, **You're handling**, **{name} is handling** or **Resolved**. * To answer yourself, click **Take over**. This works on chats waiting for a person and on chats the AI is handling. Owners and admins can also take over a chat a teammate is handling. * Choose **Reply to visitor** (sent to the customer in the widget or on WhatsApp) or **Internal note** (only your team sees it), then click **Send** or **Add note**. * Type `/` in the reply box for canned replies. * If a reply can't be sent, it stays in the chat marked **Not sent**. Click **Retry** to send it again, or **Discard**. Reply box with the internal note option selected and a list of canned replies such as /greet and /close ## Finish a conversation * **Hand back to AI:** the AI agent answers this customer again. The chat moves to **AI handling**. * **Mark resolved:** end the conversation. It moves to **Resolved**. * **Transfer:** pass the chat to a teammate, with an optional note. * **Convert to Ticket:** create a ticket from the chat. A **Ticket #** link then opens it. * **Summarize:** a short summary of the conversation shows in a card above the messages. Close it with **Dismiss summary**, or click **Try again** if it couldn't be made. See [Live chat](/inbox/human-handoff) for how chats reach your team. ## Customer 360 The panel on the right shows who you're talking to: name, email, phone and company (you can edit them), tags, the handoff reason, earlier conversations with the same customer, session details (channel, browser, IP address) and any ratings they gave. Under **Linked** you'll find the customer's lead and tickets. **View customer** opens their [customer page](/crm-and-support/customers). ## Your status and notifications Set your status (**Online**, **Away**, **Busy** or **Offline**) from the Inbox. Only online teammates get new chats. While the Inbox is open, you get an alert and a sound when a chat is waiting or assigned to you. Click **Enable Notifications** to also get browser notifications. Keep the Inbox open while you're on duty: there are no email alerts yet. Live inbox status options Online, Away, Busy and Offline, and a Live Support Alert saying a live chat was assigned to you ## Related topics * [Live chat](/inbox/human-handoff) * [Customers](/crm-and-support/customers) * [Export a conversation](/inbox/exporting-data) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.