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

# Inbox overview

> Use Inbox to find active conversations, organize human follow-up, and review each lead's context.

Open **Inbox** from the main navigation, or go directly to `/inbox`. The views available depend on the account's WhatsApp connection and the signed-in role.

## What Inbox shows

On desktop, Inbox has three work areas:

1. The conversation list on the left.
2. The selected conversation in the center.
3. A collapsible **Details** panel on the right.

On smaller screens, the list and conversation open one at a time. Select a lead to open the conversation, then use **Back** to return to the list. The **Details** panel is available on desktop.

## Find a conversation

Use **Search leads…** to search the list. When the account has more than one Agent, use **All agents** to narrow the list to one or more Agents.

The available views are:

| Role and account setup                                       | Views                                                                                             |
| ------------------------------------------------------------ | ------------------------------------------------------------------------------------------------- |
| Owner or Admin with an active WhatsApp Coexistence number    | **All**, **Mine**, **Unassigned**, **Escalated**, **Manual contact**, **Resolved**, **Discarded** |
| Owner or Admin without an active WhatsApp Coexistence number | **Pending**, **Resolved**, **Discarded**                                                          |
| Member                                                       | **Escalated**, **Resolved**, **Discarded**, **Mine**                                              |

### What each view contains

| View                         | Conversations included                                         |
| ---------------------------- | -------------------------------------------------------------- |
| **All**                      | Active conversations with recent activity or work for the team |
| **Mine**                     | Conversations assigned to the signed-in team member            |
| **Unassigned**               | Conversations that do not have an assigned team member         |
| **Escalated** or **Pending** | Leads waiting for a person through Human Assistance            |
| **Manual contact**           | Conversations currently owned by a person                      |
| **Resolved**                 | Leads whose latest Human Assistance case was resolved          |
| **Discarded**                | Leads whose latest Human Assistance case was discarded         |

## Prioritize Needs reply

In **All**, **Mine**, and **Unassigned**, Inbox places **Needs reply** above the date groups when a conversation needs attention. This includes an open Human Assistance case or an assigned conversation where the lead's latest incoming message is newer than the team's latest outgoing message.

The other conversations are grouped under **Today**, **Yesterday**, or an earlier date.

## Understand the Inbox indicator

The number beside **Inbox** and the browser-tab badge while Inbox is open count leads waiting for Human Assistance. They do not count read or unread messages.

## Work with WhatsApp Coexistence

An active WhatsApp Coexistence number gives Owners and Admins the complete team Inbox.

When a teammate sends a message from the connected WhatsApp Business App, Nexor mirrors the outgoing message in the conversation. If Nexor can match it to a lead with an active Agent, the conversation can move to human ownership and the Agent's proactive contact pauses. Find these conversations under **Manual contact**. Reactions do not take ownership.

<Note>
  Human ownership and an escalation are related but separate. **Manual contact** means a person owns the conversation. **Escalated** or **Pending** means a Human Assistance case is open.
</Note>

## Review Details

Select a conversation to open **Details**. The panel can show the lead's information and variables, along with the context for an open Human Assistance case.

Owners and Admins also see the per-lead automation control when an Agent is active for that lead. Members do not see that control in Inbox.

For the steps to reply to and close a Human Assistance case, continue to [Escalations](/docs/en/guides/inbox/escalations).