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

# Conversations

> Read every chat your bot has with visitors in the Inbox, in real time, and reply as a human when you need to.

The **Inbox** is where you read every chat your bot has with visitors. It has two
panels: the **conversation list** on the left, and the full **transcript** of the
selected chat on the right. New messages land here as they happen – you never
have to refresh.

## What each chat shows

Pick a chat in the list and the transcript opens on the right – every message,
in order, from the first **Welcome** bubble to the latest reply. Alongside the
transcript you can see useful context about that visitor:

| You'll see                 | What it tells you                                                                            |
| -------------------------- | -------------------------------------------------------------------------------------------- |
| **Captured email / phone** | The contact details the visitor shared during the chat – your leads.                         |
| **Unread status**          | Chats you haven't opened yet stand out in the list, so the Inbox works as a to-do list.      |
| **Tags**                   | Colored labels – some added by your bot automatically, some by you. See [Tags](/inbox/tags). |

<Tip>
  A travel agency watching for new bookings can scan the list for chats with a
  **captured email** and an unread marker – those are fresh leads to follow up on.
</Tip>

## Find and read a chat

<Steps>
  <Step title="Open the Inbox">
    From your agent's dashboard, open the **Inbox** tab. Every chat for that
    agent appears in the list on the left, newest activity first.
  </Step>

  <Step title="Pick a chat">
    Click any chat in the list. Its full transcript opens on the right, and the
    chat is marked read for you.
  </Step>

  <Step title="Read the transcript">
    Scroll the transcript to see the whole back-and-forth between the visitor and
    your bot. New messages on an open chat appear live, with no refresh.
  </Step>
</Steps>

## Reply as a human

You don't have to leave every chat to the bot. When a visitor needs a real
person, you can step in and reply yourself.

<Steps>
  <Step title="Open the chat">
    Select the chat in the Inbox so its transcript is on the right.
  </Step>

  <Step title="Type your reply">
    Use the reply box below the transcript and send your message. The chat shows
    a **Support agent joined** note, and your bot pauses for that one chat.
  </Step>

  <Step title="Hand it back when you're done">
    Click **Return to AI** to let your bot take over that chat again.
  </Step>
</Steps>

Stepping in is **owner-initiated** – your bot never hands a chat off on its own.
You turn it on per agent first; see [Human Handoff](/inbox/human-handoff) for the
full setup and flow.

## Close and reopen

Each chat has **Close** and **Reopen** actions. Close a chat once it's handled to
keep your list tidy; reopen it later if the visitor comes back or there's more to
do.

## Next steps

<CardGroup cols={2}>
  <Card title="Reply as a human" icon="headset" href="/inbox/human-handoff">
    Turn on human handoff and learn exactly how pausing your bot works.
  </Card>

  <Card title="Tags" icon="tags" href="/inbox/tags">
    See how chats get labeled automatically and how to add your own tags.
  </Card>
</CardGroup>