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

# Inbox

> Conversations from all your channels: who handles them, how to take them, reply, leave notes and see what the agent did.

The **Inbox** gathers conversations from all your channels. It updates on its own: a new message shows up instantly.

## Views

| View | What it shows |
| - | - |
| **Queued** | Those waiting for someone on the team. Start here. |
| **Mine** | The ones you took. |
| **Agents** | The ones an agent is handling. |
| **Team** | The ones someone on the team took. |
| **All** | All of them, except archived ones. |
| **Archived** | The ones you archived. |

At the top you can **Search by name or phone** and filter by **Channel** and **Team**. Which conversations you see depends on your role and your teams: see [Team and roles](https://help.desk.min-ai.ar/en/setup/team.md#teams).

## Taking, returning and queueing

Above the conversation you see who's handling it («Handled by …» or «Queued: …» with the reason) and its actions:

* **Take**: it becomes yours. The agent stops answering.
* **Back to the agent**: the channel's agent handles it again.
* **To the queue**: you let it go so someone else can take it.

> [!NOTE]
>
> If you reply without taking it, you take it anyway: **if you reply, you take the conversation and the agent stops answering**.

## Replying and leaving notes

At the bottom there are two tabs:

* **Reply**: what you write reaches the customer on their channel. You can use **Bold** and **Italic**.
* **Internal note**: a note for the team; the customer doesn't see it. Agents leave notes too.

If a message doesn't go out, it's marked **Couldn't send**. On Instagram, above the box you see until when you can reply: see [Instagram](https://help.desk.min-ai.ar/en/setup/instagram.md#the-rules-on-instagram).

## Moving a conversation

If your space has teams, pick another one in the conversation's team selector to pass it on. See [Teams](https://help.desk.min-ai.ar/en/setup/team.md#teams).

## Customer and cases

Tap **Customer and cases** (on a computer it's always on the right) to see the contact, their **Cases**, their **Other conversations**, the agent's actions and its AI usage. **New** opens a case by hand: see [Cases and contacts](https://help.desk.min-ai.ar/en/serve/cases-and-contacts.md).

## Seeing what the agent did

Supervisors, admins and the owner see **See what the agent did** under each agent reply: the version and model it used, each step (what it thought, which tools it used and what they returned) and the tokens. It helps make sense of an odd reply and tune its instructions.

## Archiving

**Archive** takes the conversation out of the views; it stays in **Archived**. If the customer writes again, it comes back.


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