> ## 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.

# Inbox

> Receive, handle, respond and close conversations from a single place.

The **inbox** is your daily workspace: this is where the conversations you need to handle arrive, where you respond to them and close them.

## How it works

When you're **On Queue**, the system offers you conversations one by one. You see the ones you're handling, accept the new ones and work without having to search: what needs a reply appears at the top.

<Note>
  The inbox shows **your** work (your active conversations and the ones awaiting a reply), not an endless history. To search for old conversations or others', use the search bar and filters.
</Note>

## Responding

From the reply box you can send:

<CardGroup cols={2}>
  <Card title="Text and emojis" icon="keyboard" />

  <Card title="Files and media" icon="paperclip">
    Images, videos, audios and documents.
  </Card>

  <Card title="Quick replies" icon="bolt">
    Saved messages you reuse with a shortcut.
  </Card>

  <Card title="WhatsApp templates" icon="whatsapp">
    To start or reopen a conversation outside the 24-hour window.
  </Card>
</CardGroup>

<Tip>
  Not sure what to reply? Ask **Mia** to draft a reply using the conversation's context. See [Mia](/en/ia/mia).
</Tip>

## Internal notes

Leave **notes** that only your team sees, not the customer. They're useful to give context, coordinate or keep a record. You can **@mention** a teammate to alert them.

## Closing a conversation

When you're done, you close the conversation. If your team has it set up, on closing you choose a **wrap-up code** —for example, “Resolved” or “No reply”— to record how it ended. Those codes feed your [reports](/en/analisis/reportes).

## Useful details

* **Awaiting reply**: marks a conversation when the ball is in the customer's court. It helps distinguish what's waiting on you from what's waiting on them.
* **Handling time**: each conversation shows how long you've been on it since you accepted it.
* **Contact profile**: to the side you see who they are, their channels and their history, without leaving the conversation. See [Contacts](/en/crm/contactos).

## Continue

<CardGroup cols={2}>
  <Card title="Routing and queues" icon="route" href="/en/guias/enrutamiento">
    Statuses, offers, capacity and transfers.
  </Card>

  <Card title="Social comments" icon="comments" href="/en/guias/comentarios">
    Respond to comments on Facebook and Instagram.
  </Card>
</CardGroup>