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

# Inbox

> Every conversation, and how a person takes one over.

The inbox shows every conversation across every channel, as it happens.

## Taking over

Anyone on your team can take a conversation over. The moment they do, **the
agent steps out** — it stops replying to that thread entirely.

That is not politeness. Two voices answering the same customer, contradicting
each other, is worse than a slower answer.

When a teammate replies, the agent later sees that reply as its own prior turn,
so it does not re-answer something a person just handled.

## Whose conversation is this?

Assign a thread to a teammate from the picker at the top of it, and it becomes
theirs — they get a **Mine** tab in the inbox listing everything assigned to
them, and everyone else can see at a glance who is dealing with it.

<Note>
  **Assigning is not the same as taking over**, and neither one implies the
  other.

  Taking over is a fact: somebody replied, so the agent stands down. Assigning
  is a decision about who is responsible, and you can make it before anyone has
  replied — the agent keeps handling the conversation until a person actually
  answers.

  So you can hand somebody a thread to keep an eye on without silencing the
  agent, and you can take a thread over without claiming it.
</Note>

**They are told.** The person you assign a conversation to gets a notification,
and it goes to them alone — nobody else on the team is told which of them is
dealing with a thread. Hand it on later and the next person is told too, so a
thread can move around the team without anyone having to be watching for it.

Assigning one to yourself sends nothing; you already know.

Set it back to **Unassigned** to put it back in the pool. That is how work gets
handed around rather than sitting with whoever happened to open it first.

<Tip>
  Above about three people sharing an inbox, this is the difference between a
  queue and a pile. Two people answering the same customer is the thing it
  prevents, and it prevents it earlier than taking over does.
</Tip>

## Saved replies

The answers you send twenty times a day — opening hours, refund timings, "could
you share your order number?" — kept in one place so everybody sends the same
sentence.

Add them in **Settings → Saved replies**, and insert one from the button under
the reply box in the inbox. It is added to whatever you have already typed
rather than replacing it, so you can write a line of your own and then reach for
the policy.

<Tip>
  Write `{{name}}` where the customer's name should go. It is filled in when you
  insert the reply, so the same saved text reads as though you typed it — and
  for a website visitor who has never given a name it is quietly left out
  rather than sent as `{{name}}`.
</Tip>

<Note>
  Saved replies belong to the **workspace**, not to one person or one agent, and
  anybody on the team can add or edit one. That is the point: the value is that
  the refund policy does not drift between teammates.
</Note>

## Internal notes

You can leave a note on a conversation that the customer never sees. Notes are
your team talking **about** the customer, not to them, and they are never
replayed to the model — an agent that read one would believe it had said that
out loud.

## Statuses

| Status             | Means                                   |
| ------------------ | --------------------------------------- |
| **Active**         | The agent is handling it                |
| **Escalated**      | The agent asked for a person            |
| **Human handling** | Somebody took over; the agent is silent |
| **Resolved**       | Closed                                  |

Assignment sits alongside these rather than among them: a conversation can be
active *and* assigned, or taken over by one person while assigned to another —
which is exactly what happens when somebody covers a colleague's thread.

## Media

Images sent by customers appear in the thread. On models that can see, recent
images are shown to the agent; older ones stay in the conversation as the
sentence they reduce to, because re-sending every photo on every turn would cost
a great deal for very little.

## Replying on WhatsApp

Inside the 24-hour window you can reply freely. Outside it, only an approved
template will reach the customer — the inbox will tell you which situation you
are in rather than letting you type into the void.