> ## 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 work customer conversations in IrisAgent: queues, filters, owners, statuses, internal notes, and resolving The **Conversations** inbox shows every conversation your AI agent has had, across chat and voice. It is where your team sees who is waiting for a person, joins live chats, emails customers, and tracks each conversation to resolution. To open it, go to **Activity → Conversations** in the left navigation. ## Find a conversation ### Queues Use the tabs above the list to focus on what needs attention: | Queue | Shows | | - | - | | **All** | Every conversation that matches your filters | | **Waiting** | Visitors who asked for a person and are waiting for a teammate to join | | **Live** | Live chats a teammate is currently handling | | **Mine** | Conversations assigned to you | Waiting conversations are pinned to the top of the list, followed by live ones. The **Waiting** and **Live** counts are highlighted whenever they are above zero, so keep an eye on them. > [!NOTE] > > The inbox refreshes about every 15 seconds. There are no browser notifications or sounds yet, so keep the inbox open while your team is on shift. ### Channel tabs and search * **All / Chat / Voice** at the top switches between channels. * The search box matches a visitor's name, any message text, or a chat ID. ### Filters Click **Filters** to narrow the list: * **Chatbot or source:** pick one or more chatbot configurations, or a conversation source (**Customer channels**, **Agent Chat**, **Dashboard preview**). * **Status:** New, In progress, or Resolved. * **Assignee:** Unassigned, or a specific teammate. * **Date:** Today, Last 7 days, Last 30 days, or Last 90 days. * **Agent requested:** only conversations where the customer asked for a person. Click **Clear all** to reset. **Export to CSV** downloads the filtered list. > [!NOTE] > > The inbox loads your most recent conversations plus every chat that is waiting or live. To open an older conversation, use a direct link to it. ### Reading the list Each row shows the contact, the channel, and a preview of the last message. Anonymous website visitors get a friendly generated name, such as "Calm Falcon", so you can tell them apart. Chips show where a conversation stands: **Waiting for agent**, **Live · \**, **Agent requested**, or **Resolved**. ## Work a conversation Click a conversation to open its thread. The middle pane shows the full timeline: AI answers (tagged **Bot**), teammate replies (tagged **Agent**), internal notes, and any emails sent. ### Reply, email, or add a note The composer at the bottom has three tabs: * **Chat** sends a message into the customer's chat window. This is available for website chats when [live chat](/helpdesk/Live-Chat) is on. Press **Enter** to send and **Shift+Enter** for a new line. * **Email** sends an email to the conversation's contact. See [Email replies](/helpdesk/Email). * **Note** adds an internal note. Only your team can see notes. Voice calls cannot receive chat replies. Use an email or a note instead. ### Take over a chat If a website chat is still with the bot, click **Take over from bot** to step in, or simply send a message from the **Chat** tab. See [Live chat](/helpdesk/Live-Chat) for the full flow. ### Status, owner, and priority The details panel on the right lets you set: | Field | Options | | - | - | | **Status** | New, In progress, Resolved | | **Owner** | Unassigned, or any teammate | | **Priority** | Normal, High | IrisAgent fills these in for you as a conversation moves: * When a customer asks for a person, the conversation becomes **New** with **High** priority. * When a teammate takes over, it becomes **In progress** and is assigned to them. * Conversations the AI fully handled start as **Resolved**. ### Mark resolved or reopen Click **Mark resolved** when you're done. If a live chat is still open, resolving it also ends the chat and hands the customer back to the bot. Click **Reopen** to move a resolved conversation back to **In progress**. ### Contact and conversation details The right-hand panel also shows: * **Contact:** name, email, and phone. Click **View and edit contact** to update it. A **Possible duplicate** chip means another contact may be the same person. * **Captured details:** information a procedure collected, such as an order number. * **Conversation info:** when it started, its channel, source, chatbot, and conversation ID. Use **Collapse details panel** to give the thread more room. ## Improve AI answers from the inbox Hover over any AI answer and click **Revise** to correct how the AI answers that kind of question. See [Revise chatbot answers](/configuring-ai-and-automation/Revise-Chatbot-Answers). ## Related pages * [Live chat](/helpdesk/Live-Chat) * [Email replies](/helpdesk/Email) * [IrisAgent Helpdesk overview](/helpdesk/Overview) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.