# Inbox

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

The Inbox is Proto AICX's helpdesk, allowing live agents to interact with people through [livechats](https://documentation.proto.cx/docs/modules/livechats) and [tickets](https://documentation.proto.cx/docs/modules/tickets)—together referred to as conversations.

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## Open Conversations

In the Inbox dashboard, the left-side Inbox panel lists all **conversations**. These can be selected to open their message threads and details.

See [Find & View Conversations](https://documentation.proto.cx/docs/modules/inbox/find-and-view-conversations) for searching, sorting, filtering, and split-screen conversations.

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## Messaging

Send messages to a person in an open conversation using the [**message editor**](https://documentation.proto.cx/docs/modules/inbox/message-editor).

In a livechat, messages are sent as a text or text-to-speech (voice note) reply in the person's messaging app, like WhatsApp, Messenger, or a Webchat popup on a website.

In a ticket, messages are sent as an email into an ongoing email thread.

The [message editor](https://documentation.proto.cx/docs/modules/inbox/message-editor) is also used to:

* Enhance or translate messages with AI.
* Embed attachments, emojis, and dynamic data.
* Write internal notes about the conversation.
* Transfer the conversation to another live agent, team, or back to an AI agent.

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## Conversation Details

An opened conversation's details are visible in right-side panel tabs. If multiple conversations are opened in [split-screen](https://documentation.proto.cx/docs/modules/find-and-view-conversations#split-screen-layout) mode, each panel contains its own tabs. The tabs are:

### Conversation

See [Manage a Livechat](https://documentation.proto.cx/docs/livechats#manage-a-livechat) and [Manage a Ticket](https://documentation.proto.cx/docs/tickets#manage-a-ticket) for details.

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### Person

See [Manage a Person](https://documentation.proto.cx/docs/people#manage-a-person) for details.

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### Custom

The **Custom** tab only appears if there's a [custom profile](https://documentation.proto.cx/docs/settings/teamspaces/custom-profiles) iFrame configured.