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

# Inbox overview

> One inbox for every channel. Filter, triage, and reply in seconds.

The **Inbox** is where every conversation lands — from your website widget, WhatsApp, email, Instagram, Messenger, or Shopify chat. Teammates reply from one place, the AI agent helps in the background, and nothing slips through.

## Layout

The inbox has three columns:

| Column                         | What it shows                                                                                                           |
| ------------------------------ | ----------------------------------------------------------------------------------------------------------------------- |
| **Conversation list** (left)   | All conversations matching the current filter — newest on top, unread bold, with channel icon and last message preview. |
| **Conversation pane** (middle) | The full message thread with composer at the bottom.                                                                    |
| **Context drawer** (right)     | Contact details, previous conversations, company, tags, assignee.                                                       |

## Filters

Quick filters at the top of the list:

* **All** — every open conversation
* **Mine** — assigned to you
* **AI** — currently being handled by the AI (no teammate assigned)
* **SLA** — conversations approaching response-time breach (Business+, see [SLA timers](/inbox/sla))
* **Resolved** — already closed (useful for look-back)

Need a filter the built-ins don't cover (*"VIPs unanswered over 1h"*)? Save your current filter as a **custom view** and it lands in the left rail. See [Custom inbox views](/inbox/custom-views).

You can also search by contact name, email, or message content.

## Quick navigation

Open the **command palette** from the **Search** button in the top bar to jump to the inbox, agents, knowledge, settings, or any other page in two keystrokes.

## Real-time updates

The inbox is fully real-time — new messages, assignments, and status changes appear without refreshing. A soft ping plays for new inbound messages; your browser may also show a desktop notification when the tab is hidden.

<Tip>
  Turn on desktop notifications when the browser asks — it's the difference between "I saw it in 5 seconds" and "sorry, missed this one yesterday".
</Tip>

## Bulk actions

Select multiple conversations with the checkboxes on the left. The bulk bar lets you:

* **Assign** all selected to a teammate
* **Tag** them in one shot
* **Resolve** or reopen many at once
* **Mark read** in one click

Great for cleanup after a launch day. Press <kbd>Esc</kbd> to clear the selection.

## Collision detection

Live presence indicators show when a teammate has a conversation open, so two people don't reply at the same time. Powered by Reverb — updates appear without refreshing.

## Next

<CardGroup cols={3}>
  <Card title="Reply to conversations" icon="reply" href="/inbox/replying">
    Composer, AI drafts, macros, keyboard shortcuts.
  </Card>

  <Card title="Internal notes" icon="note-sticky" href="/inbox/internal-notes">
    Talk to your team inside a conversation. Growth+.
  </Card>

  <Card title="SLA timers" icon="stopwatch" href="/inbox/sla">
    First-response and resolution targets per priority. Business+.
  </Card>

  <Card title="Custom inbox views" icon="filter" href="/inbox/custom-views">
    Save the filter you keep typing. Business+.
  </Card>

  <Card title="Assignments" icon="user-plus" href="/inbox/assignments">
    Assign to yourself, a teammate, or let rules do it.
  </Card>

  <Card title="Macros" icon="bookmark" href="/inbox/macros">
    Saved replies, typed with `/`.
  </Card>
</CardGroup>