> For the complete documentation index, see [llms.txt](https://docs.zaia.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zaia.app/inbox/inbox-overview.md).

# Inbox: Overview

The Inbox is the operational center for Agent conversations and human support.

### Conversations

When the unified inbox is enabled, **Conversations** combines automated chat history and human-assisted tickets in one view.

The list is ordered by the most recent activity, whether that activity is a message or a ticket update. New messages update the list in real time, move the conversation to its current position, and refresh its unread state.

Select a conversation to review the complete message history and, when a ticket exists, manage the human-support flow from the same screen.

### Inbox views and filters

Use the CRM submenu to open common views immediately:

* **All conversations** — shows the complete unified list.
* **Assigned to me** — shows conversations assigned to the signed-in attendant.
* **Human queue** — shows conversations that require human support.
* **Unassigned** — shows conversations without an attendant.
* **Tags** — opens a conversation view filtered by the selected tag.
* **Team** — opens a conversation view filtered by the selected workspace member.

Advanced filters remain available in the contextual header, including channel, ticket status, attendant, responder, tag, and search filters. Search and filters are stored in the page URL so the selected view can be revisited or shared.

Human-queue views can be separated into **Unanswered**, **In progress**, and **Finished** states.

### Legacy History and Tickets

During migration, **History**, **Tickets**, and **Conversations** can coexist.

When migration is enabled:

* Conversations becomes the default CRM destination.
* History and Tickets are removed from the main navigation.
* Legacy links redirect to the corresponding Conversations view.

### Mobile behavior

On mobile, the conversation list opens first. Conversation details open only after the user selects an item.

While details are open, the Back action returns to the list. If the selected conversation is deleted or filtered out, the interface returns to the list instead of selecting another conversation automatically.