> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callivox.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Inbox overview
> How the shared inbox is laid out — the panes, the sidebar sections, what a conversation row tells you, search, filters and the live indicator.
The inbox is where every message from every connected channel arrives in one place. WhatsApp, Instagram, Facebook Messenger, Telegram, TikTok, email and your website widget all land in the same list, and your team answers them from the same screen.
## The layout
On a desktop screen the inbox has three parts, left to right:
1. **The sidebar** — the folders and views that decide which conversations the list shows.
2. **The conversation list** — a scrolling list of conversations in the selected folder, newest activity first.
3. **The conversation pane** — the open conversation: its thread, its composer, and the panels on the right.
Above the conversation pane sits a strip of tabs. Every conversation you open becomes a chip there — channel badge plus contact name — so you can jump between several without losing your place. Click a chip to bring it forward, click the **X** on it (or middle-click the chip) to close it. When there are more tabs than fit, chevron buttons appear at either end to scroll the strip.
On a phone or a narrow window you see one pane at a time. The conversation list *is* the page; opening a conversation replaces it full width, and a **Conversations** link at the top takes you back. The right-hand panels are hidden on small screens — the phone shows the thread and the composer only.
## The sidebar
The **Inbox** section of the sidebar always starts with the same five rows, in this order:
| Row | What it shows |
| ------------------ | ----------------------------------------------------------------------------------------------------- |
| **All** | Every conversation you have access to. |
| **Assigned to me** | Conversations where you are the assignee. |
| **Unrouted** | Conversations that no routing rule has filed into a folder yet. |
| **Call Logs** | Your voice call history. Appears only when your plan includes voice and a voice connection is set up. |
| **Archive** | Every closed conversation you can access. |
**Call Logs** is not a folder — clicking it leaves the inbox and opens the [call log](/voice-agents/call-logs).
**Unrouted** appears empty on a brand-new workspace. The folder is created the first time routing runs on a conversation, so until your first message arrives — or if you have no routing rules at all — it shows its empty state rather than a list.
Below those rows come grouped sections, each shown only when it has something in it:
* **System** — any other folders Callivox maintains for you.
* **Folders** — the folders your workspace has created. The heading carries a **+** button (**Manage folders**) that opens the folder settings page.
* **Team inboxes** — folders that belong to a team rather than to the workspace at large.
* **Saved views** — your own saved combinations of folder, status and search.
See [Folders and views](/inbox/folders-and-views) for how to create and manage all of these.
## What a conversation row tells you
Each row in the list is designed to be readable at a glance, without opening it.
* **Avatar and channel badge** — the contact's initials, with a small badge in the corner showing which channel they wrote in. Hover the avatar (or tap it on a touch screen) and it becomes a selection checkbox.
* **Contact name** — the name the channel gave, or their identifier when there is no name. It turns **bold** when the conversation has unread messages.
* **Time** — the time of the last message: `HH:MM` if it was today, otherwise a date like `Jun 8`.
* **Subject or snippet** — the second line, in grey.
* **"N past" chip** — the contact has written to you before, in conversations that have since been closed. See [the conversation lifecycle](/inbox/working-with-conversations).
* **Unread count** — a coloured pill with the number of unread messages, showing `9+` above nine.
* **Tags** — up to two tag chips in their tag colours, plus a **+N** chip when there are more.
The row you have open is tinted and carries an accent bar down its left edge.
The row deliberately leaves out the assignee and the status — those change often and would make the list noisy. Both are shown in the header of the conversation once you open it.
## Searching and filtering
The bar above the list has three controls.
### Search
Type in the box marked **Search subject or sender**. Results update as you type.
Search is deliberately **not** limited to the folder you are standing in. As soon as the box has text, Callivox searches your whole workspace and a banner appears above the list:
> Search results for "…" · all folders
Click **Clear search** in the banner to drop back to the folder you were in. This means you never have to guess which folder a conversation was filed into to find it.
### Status
The **Status filter** dropdown narrows the list by where the conversation stands:
| Option | What you get |
| ----------- | ---------------------------------------------------------- |
| **Active** | Open and snoozed conversations — everything still in play. |
| **Open** | Open conversations only. |
| **Snoozed** | Conversations you have snoozed until later. |
| **Closed** | Finished conversations. |
| **All** | No status filter at all. |
On the **Archive** row the filter is fixed to **Closed** and greyed out, with the explanation "Archive shows closed conversations only".
### Save current view
The third control is the bookmark button. It saves the folder, status and search you are currently looking at as a named view in the sidebar. See [Folders and views](/inbox/folders-and-views).
There is no sort control — the list is always ordered by most recent activity, and it loads more conversations as you scroll.
## Unread counts
Unread appears in two places:
* On the row itself, as the count pill described above, with the contact's name in bold.
* On the **Inbox** item in the sidebar, as a single badge totalling the unread messages across your open conversations. It caps at `99+` and disappears at zero.
Opening a conversation clears its unread count straight away.
## The live indicator
Next to your avatar in the top bar is a coloured dot with a word beside it. It tells you whether the inbox is receiving messages in real time:
| Indicator | Meaning |
| ---------------------- | ----------------------------------------------------------------------- |
| **Live** (green) | Connected. New messages, tags and status changes appear as they happen. |
| **Connecting** (amber) | Reconnecting, usually after a network blip. |
| **Offline** (red) | Not connected. Refresh the page to see new messages. |
| **Idle** (grey) | The connection is not active. |
While it reads **Live** you do not need to refresh anything — conversations reorder themselves, unread counts move, and typing indicators from teammates show up on their own.
## Acting on several conversations at once
Select a row's checkbox and a toolbar appears above the list showing **N selected**, with these actions:
* **Assign…** — hand them all to a teammate, or pick **Unassign**.
* **Move…** — file them into a folder.
* **Close** — finish them.
* **Reopen** — put closed ones back into play.
* **Snooze…** — hide them for **1 hour**, **4 hours** or **24 hours**.
* **Clear** — drop the selection.
Bulk selection is a desktop feature; on a phone, work one conversation at a time.
## Starting a conversation
The **New message** button at the top right of the list opens a dialog where you pick a channel and a recipient — either an existing contact or a raw address — and send the first message. On WhatsApp you choose an approved template instead of typing free text.
If a conversation with that person is already open, your message lands in it rather than creating a second one.
## When the list is empty
* **No conversations in this folder** — nothing matches the current folder and filter.
* **Couldn't load conversations.** with a **Retry** button — the list failed to load. Retry usually fixes it; if it does not, check the live indicator.
## Next steps
Reply, assign, close and understand the conversation lifecycle.
Organise the inbox with folders, team inboxes and saved views.
Save the replies you send over and over.
What your team sees when an AI agent is involved.