> ## Documentation Index
> Fetch the complete documentation index at: https://docs.instaforge.app/llms.txt
> Use this file to discover all available pages before exploring further.
# The inbox
> Every conversation from Instagram, WhatsApp, Messenger and the website, in one place.
**Conversations** lists everyone who wrote to the assistant, newest first. Badges show the language, the channel (Website, WhatsApp, Messenger) and whether the person is waiting for a **Human**.
When a client has several assistants (for example one per branch), their conversations are in this one inbox and a badge shows which assistant each person wrote to. Your replies go out through that assistant. The client can choose one inbox per assistant instead; see [Clients and assistants](/getting-started/clients-and-assistants#how-the-assistants-work-together).
## Filters (1)
| Filter | Shows |
| - | - |
| All | Everyone |
| Waiting | People who asked for a person and haven't had a reply |
| Mine | Chats assigned to you |
| Unassigned | Chats nobody has picked up |
## Take over a chat (2)
Switch on **I'm handling this chat**. The assistant pauses in that chat, so replies come from you or your team. Switch it off when you're done and the assistant carries on.
The assistant pauses on its own when someone asks for a person, and the chat moves to **Waiting** with an alert to your team.
### What they want
When someone asks for a person, the AI sums up the chat in a few lines: what they want, the details they gave (dates, number of people, budget, contact details) and what they're waiting for. It's written in the business's main language and shows at the top of the chat, so you don't have to read it all.
* The same lines are added to the hand-off alert on phones and in Telegram, so a manager knows what it's about before opening the chat. Emails only say who is waiting.
* Click the arrows to write it again after the customer has said more, or **Hide** to fold it away.
* In a chat you took over yourself, click **Sum up the chat** to get one.
* Only details the customer actually gave are listed; nothing is guessed.
## Reply as a person (4)
Type in the box at the bottom. The **saved replies** button inserts texts you use often ("Thanks for waiting", directions). Instagram lets the business write freely for 24 hours after the customer's last message; the box tells you how long is left.
## Suggested replies
When you take over a chat and the customer is waiting for an answer, the AI drafts one for you above the reply box, in the customer's language, from the conversation and the assistant's knowledge. Nothing is sent until you send it.
* **Use it** puts the text in the reply box. Change anything you like, then click **Send**.
* **Rewrite** writes it again. Type how in the box next to it, for example "shorter" or "offer Friday instead".
* Anything the knowledge doesn't say, such as a price that isn't in it, is left in \[square brackets] and listed under **Fill in before sending**. The AI never makes it up.
* In other chats, click **Suggest a reply** to get one.
Opening the same chat again within half an hour shows the same suggestion without asking the AI again, unless the customer has written something new.
## Draft a proposal
For an offer with prices, dates and conditions, click the **Draft a proposal** button next to the saved replies. Write the offer in a few words the way you'd jot it down, and the AI writes a message ready for the customer: in the business's style (from the assistant's instructions), in the customer's language, with a short opening, the offer in easy lines and one next step.
* Every price, date and condition comes from your notes or the assistant's knowledge. The AI doesn't add any of its own, but read it before sending.
* Edit the message in the window or click **Write it again**, then **Put in the reply box** and send it as usual.
* Nothing is sent until you click **Send**.
An AI agent can do both: `handoff_summary` sums up a chat and `draft_proposal` writes an offer from notes. See [AI agents (MCP)](/running-the-agency/ai-agents).
## Correct a wrong answer (3)
Click **Correct** under any reply from the assistant and write what it should have said. The right answer becomes an FAQ straight away, so the next person gets it.
## Memory and answers
The **Memory & answers** tab shows what the assistant remembered about the person (name, preferences) and the answers they gave to question flows.
## More in each conversation
* **Assign to** a team member
* **Translate into my language** to read a chat in any language
* **Export data** or **Delete all data** for privacy requests
Turn on notifications on your phone (see [Alerts and notifications](/conversations-and-customers/alerts)) so nobody waits long when they ask for a person.
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