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

# Inbox

The helpdesk interface for live agents to engage with livechats and tickets.

{% hint style="warning" %}
Requires various permissions to view, manage, or transfer livechats and tickets at the individual or team level.
{% endhint %}

The Inbox is Proto's helpdesk — where live agents interact with people through [livechats](/docs/modules/livechats.md) and [tickets](/docs/modules/tickets.md), together called conversations.

***

## Open conversations

The left-side Inbox panel lists all conversations. Select any to open its message thread and details panel.

***

## Messaging

Send messages using the [message editor](/docs/modules/inbox/message-editor.md) at the bottom of an open conversation.

| Conversation type | How messages are delivered                                                 |
| ----------------- | -------------------------------------------------------------------------- |
| Livechat          | Text or voice note in the person's messaging app (WhatsApp, Webchat, etc.) |
| Ticket            | Email into an ongoing email thread                                         |

The message editor also handles AI enhancements, attachments, internal notes, and transfers.

{% hint style="info" %}
If the AI agent's message fails to send on [Facebook Messenger](/docs/modules/ai-agents/publishing/facebook-messenger.md#message-delivery), it's flagged in the conversation thread instead of appearing delivered.
{% endhint %}

***

## Conversation details

The right-side panel shows tabs for the open conversation.

| Tab              | Description                                                                                                                                                           |
| ---------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Conversation** | Manage the livechat or ticket. See [Manage a livechat](/docs/modules/livechats.md#manage-a-livechat) and [Manage a ticket](/docs/modules/tickets.md#manage-a-ticket). |
| **Person**       | View and manage the person's profile. See [Manage a person](/docs/modules/people.md#manage-a-person).                                                                 |
| **Custom**       | Only appears if a custom profile iFrame is configured for the teamspace.                                                                                              |

***

## In this section

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Message editor</strong></td><td>Reply, write internal notes, use AI enhancements, and transfer conversations.</td><td><a href="/docs/modules/inbox/message-editor.md">Message editor</a></td></tr><tr><td><strong>Find and view conversations</strong></td><td>Search, filter with views, sort, and use multi-conversation layout.</td><td><a href="/docs/modules/inbox/find-and-view-conversations.md">Find and view conversations</a></td></tr><tr><td><strong>Transfers and takeovers</strong></td><td>Transfer conversations between agents and take over from another assignee.</td><td><a href="/docs/modules/inbox/transfers-and-takeovers.md">Transfers and takeovers</a></td></tr></tbody></table>