# Inbox: Overview

The Inbox is the operational and analytical heart of the Endless CRM layer (to be renamed **Inbox** in the UI).\
It enables organizations to:

* Review all AI interactions in real time or retrospectively.
* Inspect message generation logic with full traceability.
* Manage tickets escalated to human attendants.
* Monitor, audit, and optimize performance across both AI and human channels.

It is divided into two main pillars:

| Section           | Purpose                                                                           |
| ----------------- | --------------------------------------------------------------------------------- |
| **Chat History**  | Stores and allows deep inspection of all Agent-user interactions.                 |
| **Human Support** | Manages live customer conversations handled by human attendants after AI handoff. |


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