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

# Inbox overview

> Every chat, from your website and your channels, in one place: who's waiting, what Aura is handling and what's done.

The **Inbox** is where your team answers visitors. Chats from your website widget and from your [connected channels](https://docs.emplorium.io/integrations.md) all land here, alongside the chats Aura is handling.

![The Inbox with the chat list, an open chat and visitor details](https://mintcdn.com/emplorium/ugrIr0OwIbcsQUR_/images/inbox/inbox.png?fit=max\&auto=format\&n=ugrIr0OwIbcsQUR_\&q=85\&s=d1213b4baedf6917229c4fec0679c97b)

The Inbox: your lists on the left, the chat in the middle, the visitor on the right.

## Your lists

The left panel sorts chats by what needs doing:

| List | What's in it |
| - | - |
| **Your inbox** | Your active chats, across all channels. |
| **Pending** | New chats waiting for someone to pick them up, with how long they've waited. |
| **Aura** | Chats Aura is handling right now. |
| **Closed** | Resolved and finished chats. |

Under **Channels** you'll find the same chats by where they came from: **Website**, **WhatsApp**, **Messenger**, **Telegram** and **Instagram**. Channels you haven't connected stay empty.

Sort a list from **Sort by**, and filter chats by AI agent if you run more than one.

## Pick up a chat

1. Open **Pending** and click a chat to read it. You can see messages as they arrive, but you can't reply yet.
2. Click **Accept chat** (or **Join room**) to take it. It moves to **Your inbox**.

> [!NOTE]
>
> If Aura is handling a chat, joining it takes the chat over from Aura. Aura is assigned back once you close or leave the chat.

You can also **Observe** a chat to follow it without the visitor seeing you, and **Stop observing** when you're done.

## The chat

The middle panel is the conversation itself: the visitor's messages, Aura's and your team's replies, and notes your team left (only your team sees those). At the top:

* **Assignee**: who's handling the chat, and teammates also on it.
* **Previous chat** / **Next chat** to move through your list without going back to it.
* **Close**: ends the chat as resolved. You can add a closing reason, which the visitor sees.
* **More actions**: **Transfer chat**, **Copy link** and **Show details**.

## About the visitor

The right panel tells you who you're talking to. Switch views from the icons on its side:

* **Visitor details**: the chat's department, priority and tags; the visitor's name, email and phone (you can edit them); and their session: current page, time on site, browser, OS, device, country and IP address.
* **Previous chats**: this visitor's past chats, resolved or open.
* **Chat notes**: notes private to your team, like an order number or what's been promised.

## Next steps

> [card] [Reply and work together](https://docs.emplorium.io/inbox/reply-and-collaborate.md)
>
> Replies, notes, quick responses, transfers and closing chats.

> [card] [Notifications](https://docs.emplorium.io/inbox/notifications.md)
>
> Never miss a waiting visitor.


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