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

# Inbox

> Every WhatsApp, Instagram, Messenger and web chat in one place. Read along, take over, and hand back.

The inbox is where every chat your agents handle comes together: **WhatsApp, Instagram, Messenger and web chat**. Open it from **Agents → Conversations**. (Phone calls have their own page, [Calls](https://docs.kallabot.com/guides/calls.md).)

## Read along

Each conversation shows the whole chat, who the customer is, which agent is answering, and a short summary at the top, so you can catch up in seconds. Unread chats are marked, and the tabs show what's open, what needs you, and what's yours.

## Take over and hand back

**1. Take over**

Click **Take over** on any chat. The agent stops replying in that chat, and you type to the customer yourself.

**2. Reply**

Write your message, or insert a **quick reply** (a saved answer) with its shortcut. You can send photos and files too.

**3. Hand back**

When you're done, click **Hand back** and the agent carries on, with everything you said in its memory of the chat.

The agent hands chats to you as well: when a customer asks for a person, or something matches your hand-off rules. Those chats show up under **Needs you**.

> [!NOTE]
>
> WhatsApp, Instagram and Messenger only allow replies for a while after the customer's last message (24 hours on WhatsApp, up to 7 days for a teammate on Instagram and Messenger). Each chat shows how long you have. Web chat has no limit.

## Keep on top of it

| Tool | What it's for |
| - | - |
| **Done** | Mark a chat you've dealt with, so it leaves your open list. |
| **Snooze** | Hide a chat until a time you pick. |
| **Owner** | Assign a chat to someone on your team. |
| **Priority and tags** | Mark what's urgent, and label chats (like "lead" or "complaint"). |
| **Notes** | Private notes for your team. Customers never see them. |
| **Summary** | Ask for a fresh summary of a long chat. |
| **Customer history** | The same customer's earlier calls and chats, in one list. |

## Bookings

Switch to the **Bookings** view to see every appointment your agents booked from chats, by day.

## Inbox settings

Choose how new chats are shared among your team: in turns, left unassigned, or to whoever handled that customer last. You can also pass a chat on automatically if its owner doesn't reply within a few minutes.


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