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

# Conversations inbox

> Find, triage, and resolve customer conversations in IrisAgent

The **Conversations** inbox shows every chat and voice conversation your AI agent has had. Use it to see who is waiting for a person, join live chats, email customers, and resolve conversations.

Open it from **Activity** > **Conversations** in the left navigation.

## Find a conversation

**Queues** (tabs above the list):

| Queue | Shows |
| - | - |
| **All** | Everything that matches your filters |
| **Waiting** | Visitors waiting for a teammate to join |
| **Live** | Live chats a teammate is handling |
| **Mine** | Conversations assigned to you |

Waiting conversations are pinned to the top, then live ones. Their counts are highlighted when above zero.

> [!NOTE]
>
> The inbox refreshes about every 15 seconds. There are no browser notifications or sounds yet, so keep it open during your shift.

* **All / Chat / Voice** switches channels.
* **Search** matches a visitor's name, message text, or chat ID.
* **Filters**: chatbot or source (**Customer channels**, **Agent Chat**, **Dashboard preview**), status, assignee, date (up to **Last 90 days**), and **Agent requested**. Click **Clear all** to reset.
* **Export to CSV** downloads the filtered list.

The inbox loads recent conversations plus every waiting or live chat. Open older conversations with a direct link.

Each row shows the contact, channel, and last message. Anonymous visitors get a generated name (for example "Calm Falcon"). Chips show status: **Waiting for agent**, **Live · \<teammate>**, **Agent requested**, or **Resolved**.

## Work a conversation

Click a conversation to see the full timeline: AI answers (**Bot**), teammate replies (**Agent**), internal notes, and emails.

The composer has three tabs:

* **Chat**: message the customer's chat window. Website chats only, with [live chat](https://docs.irisagent.com/helpdesk/Live-Chat.md) on. **Enter** sends, **Shift+Enter** adds a line.
* **Email**: email the contact. See [Email replies](https://docs.irisagent.com/helpdesk/Email.md).
* **Note**: internal note, visible only to your team.

Voice calls can't get chat replies. Use email or a note.

To step into a website chat that is still with the bot, click **Take over from bot** or just send a message from **Chat**. See [Live chat](https://docs.irisagent.com/helpdesk/Live-Chat.md).

### Status, owner, and priority

Set these in the right-hand panel:

| Field | Options |
| - | - |
| **Status** | New, In progress, Resolved |
| **Owner** | Unassigned or any teammate |
| **Priority** | Normal, High |

IrisAgent updates them automatically:

* Customer asks for a person: **New**, **High** priority.
* Teammate takes over: **In progress**, assigned to them.
* AI fully handled it: starts as **Resolved**.

Click **Mark resolved** when done. If a live chat is open, this ends it and hands the customer back to the bot. **Reopen** moves it back to **In progress**.

### Details panel

* **Contact**: name, email, phone. Click **View and edit contact** to update. **Possible duplicate** means another contact may be the same person.
* **Captured details**: data a procedure collected, such as an order number.
* **Conversation info**: start time, channel, source, chatbot, and conversation ID.

You can collapse the panel to give the thread more room.

## Improve AI answers

Hover over an AI answer and click **Revise** to correct how the AI answers that kind of question. See [Revise chatbot answers](https://docs.irisagent.com/configuring-ai-and-automation/Revise-Chatbot-Answers.md).

## Related pages

* [Live chat](https://docs.irisagent.com/helpdesk/Live-Chat.md)
* [Email replies](https://docs.irisagent.com/helpdesk/Email.md)
* [IrisAgent Helpdesk overview](https://docs.irisagent.com/helpdesk/Overview.md)


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