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

# Inbox

> Use the Woes inbox to manage live chat, email, and Discord conversations in one operator workflow.

# Inbox

Inbox is the main operator workspace. It shows live chat, email, and Discord conversations through one shared conversation and message model.

## What Operators See

| Area           | Purpose                                                                                                  |
| -------------- | -------------------------------------------------------------------------------------------------------- |
| Queue          | Filtered conversations with channel, priority, status, unread state, assigned agent, and active viewers. |
| Transcript     | Customer, operator, and AI messages in order.                                                            |
| Composer       | Operator replies, macros, and takeover actions.                                                          |
| Context panel  | Customer details, tags, internal notes, issue links, and AI evidence where available.                    |
| Viewer avatars | Operators currently viewing the conversation in real time.                                               |

## Conversation Channels

Woes treats channels as values on the same conversation model:

* **Live chat** from the website or product widget.
* **Email** from verified workspace routes.
* **Discord** from connected servers and channels.

This keeps history, notes, tags, AI state, and issue conversion consistent across channels.

## Operator Takeover

When the AI is actively handling a conversation, the normal operator composer is replaced by a takeover action.

<Steps>
  <Step title="Open the conversation">
    Review the transcript, customer context, and any AI evidence.
  </Step>

  <Step title="Click takeover">
    Woes updates the conversation so a human operator can reply.
  </Step>

  <Step title="Reply from the composer">
    The reply is stored on the same conversation and delivered through the current channel.
  </Step>
</Steps>

## Active Viewing

Inbox shows who is viewing a conversation in real time. Avatars appear in the conversation header and queue rows so operators can avoid duplicate work.

Admins can also open **Settings → Users** to see what each user is currently viewing and jump directly to that item when available.

## Internal Notes

Operators can add internal notes to conversations. Notes are operator-only and are not shown to customers or the widget.

When a conversation is converted to an issue, manual notes and automation notes are copied to the issue when possible.

## Good Operating Habits

* Use tags for lightweight grouping.
* Use custom fields for structured customer context.
* Use notes for operator-only details.
* Use takeover when the customer needs a human answer.
* Leave feedback on AI messages when the answer was helpful, incomplete, or wrong.

<Warning>
  Do not paste raw credentials, private customer secrets, or production tokens into customer-visible replies.
</Warning>