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

# Inboxes

> Organize your conversations by team or brand, and choose between chat mode and ticket mode.

An **inbox** is where conversations from one or more channels land. They're the way to **organize the work**: you can have a single one or several, depending on how your team is set up.

## Why use several inboxes

<CardGroup cols={2}>
  <Card title="By team" icon="user-group">
    "Sales" and "Support" with their own queues and people.
  </Card>

  <Card title="By brand" icon="tag">
    If you serve more than one brand from the same workspace.
  </Card>
</CardGroup>

Each channel is assigned to an inbox, and each inbox has its own **queue** to distribute conversations among its agents.

## Chat mode and ticket mode

Each inbox runs in one of two modes:

<CardGroup cols={2}>
  <Card title="Chat" icon="comments">
    Live conversation, like messaging. It appears in the inbox and counts as a conversation.
  </Card>

  <Card title="Ticket" icon="ticket">
    Designed for help desk-style cases: worked as **tickets**, with more formal tracking. **Only available for email.**
  </Card>
</CardGroup>

<Warning>
  **Ticket** mode is only available for **email** inboxes. Live messaging channels (WhatsApp, Instagram, Messenger, Telegram, web chat) always run in **chat** mode: they're real-time conversations, not help desk cases. An email inbox can run in either chat or ticket mode, depending on what you need.
</Warning>

## Who sees each inbox

You can limit which team members have access to each inbox, so each team sees only its own. Conversation distribution respects that access.

## Where they're configured

Inboxes are managed in **Settings → Inboxes**. See [Settings](/en/cuenta/ajustes).