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

# How to Use the Conversations inbox in Chatzy AI

The **Conversations Tab** acts as a **unified inbox** for handling all customer messages across **WhatsApp, Instagram, and Messenger**.\
It’s where your team and AI agents can **view, reply, and manage chats** from one central location.

***

### Overview

With the Conversations tab, you can:

* View all **incoming and past chats** in one place
* Instantly identify the **channel** (WhatsApp, Instagram, Messenger)
* Respond using **human agents**, **AI bots**, or **flow automations**
* Access complete **contact details** and **conversation history**

***

### Navigating the Conversations Tab

When you open the tab, you’ll see:

* A **list of contacts** on the left, showing:
  * **Contact Name** (if saved)
  * **Channel Icon** (WhatsApp, Instagram, Messenger)
  * **Activity Indicators** (green dots, blue checkmarks)
* Clicking a contact will:
  * Show their **chat history** in the main panel
  * Open their **Contact Card** with attributes, tags, creation date, and more

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### Conversation Sorting & Status

* Chats are **auto-sorted** by recent activity
* **Unread messages** display a **blue checkmark**
  * Clicking them marks them as **read**
* Use the **Unread filter** to focus only on unanswered chats

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### Conversation State

A **green dot** indicates the conversation is **live** and being handled by:

1. **Conversational AI Agent** – auto-replies using AI
2. **Flow-based AI Agent** – replies using predefined flows
3. **Human Agent** – a team member assigned manually

You can **take over manually** by clicking **Close Conversation**, which stops AI responses.

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### WhatsApp Rules

#### Inside the 24-Hour Window

* You can reply with **text**, **media**, or **templates**

#### Outside the 24-Hour Window

* WhatsApp limits replies to **template messages only**
* A **Send Template** button replaces the normal input box
* Once a template is sent, the conversation becomes active again

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### Media Sharing

* Send **images, PDFs, and files** directly from the inbox
* When users send media:
  * Click to preview
  * Or download for later use

***

### Messenger and Instagram Rules

* No 24-hour restrictions
* Reply anytime with **text, media, or templates**
* Suitable for **follow-ups, support, and lead nurturing**

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### Agent and AI Interactions

* If assigned to a **human agent** → AI bots and campaigns are disabled
* If assigned to **AI or a flow** → human agents and campaigns are paused
* To reassign or reopen, click **Close Conversation** and switch handlers

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### Agent Roles

* Team members with the **Agent role** can:
  * Access the Conversations tab
  * Reply to customer chats
* Roles can be managed from the **Team Settings** page

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### Recap

Here’s a summary of what you can do in the **Conversations Tab**:

| Action               | Description                                         |
| :------------------- | :-------------------------------------------------- |
| View All Chats       | Unified inbox across WhatsApp, Instagram, Messenger |
| Filter Unread        | Focus only on open, unread messages                 |
| Take Over from AI    | Close conversation and reply manually               |
| Use Templates        | Required for WhatsApp replies after 24 hours        |
| Send Media           | Share and receive images, PDFs, and files           |
| Manage Agents        | Assign roles and balance workload                   |
| Control AI/Campaigns | Prevent overlap by managing assignment              |

***

> 💡 **Tip:** Use the **Unread filter** and **green dot indicators** to prioritize live conversations and prevent missed responses.