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

# Inbox (Chats)

> Overview of the Inbox: where conversations from your channels arrive and where to go for each task.

## What it is for

The Inbox gathers the conversations from the organization's channels in one place. You reply, hand a customer over to a colleague, leave notes and resolve, without leaving the **Chats** screen.

## Who can do it

Anyone with access to an inbox (a number or channel) sees its conversations. What each role does is described in each page below. In short: Owner, Admin and Supervisor assign and transfer to other people; the Operator handles the conversations they are assigned to.

## Where to click

In the menu, open **Chats**. At the top of the page are the tabs **Chats**, **Groups**, **Broadcasts** (if the agency enabled the Broadcasts module for the organization) and **Reports**. The menu also has **Team**, the internal chat.

## How conversations are organized

### One conversation per channel

Each contact has one conversation per channel type. If the organization has several WhatsApp numbers, the contact still has a single WhatsApp conversation, and each message shows the number it came in or went out through. Contacts with conversations on different channels, such as WhatsApp and Instagram, have one conversation on each.

### No channel connected

If the agency has not enabled any instance for the organization yet, the Inbox shows "no channel enabled yet". Ask the agency to assign an instance. If the problem is only with you, the screen says **No inbox released to you**; talk to the organization's Owner.

### Reopening a conversation

When you reopen a conversation that has no assignee, it is assigned to whoever reopened it.

### Overdue scheduled messages

Scheduled messages that went past their time show up as **Overdue**, with a notice on the bell. Only the Owner chooses between **Send now** and **Cancel**. Nothing is sent on its own.

## Inbox map

| I want to... | Go to |
| - | - |
| Open a conversation, write, attach, record audio | [How to reply to a conversation](https://docs.stchat.app/en/subcontas/responder-conversas.md) |
| Find a conversation with tabs, filters and search | [How to find conversations](https://docs.stchat.app/en/subcontas/encontrar-conversas.md) |
| Take over, hand to someone, resolve or reopen | [How to assign, transfer and resolve](https://docs.stchat.app/en/subcontas/atribuir-e-resolver.md) |
| Classify with tags and leave notes for the team | [Tags and internal notes](https://docs.stchat.app/en/subcontas/etiquetas-e-notas-internas.md) |
| Resolve, assign or tag several at once | [Bulk actions](https://docs.stchat.app/en/subcontas/acoes-em-massa.md) |
| Send a message at another time | [Scheduled messages](https://docs.stchat.app/en/subcontas/mensagens-programadas.md) |
| Talk to colleagues | [Team chat](https://docs.stchat.app/en/subcontas/chat-da-equipe.md) |
| See the WhatsApp groups | [WhatsApp groups](https://docs.stchat.app/en/subcontas/grupos-do-whatsapp.md) |
| Follow reply deadline, priority and queue | [SLA, priority and queue](https://docs.stchat.app/en/subcontas/sla-e-prioridade.md) |

## Common errors

* **No channel enabled yet.** The agency needs to assign an instance to the organization.
* **No conversations yet.** Conversations show up once WhatsApp is connected.
* **No connection — trying to reconnect…** Conversations already loaded stay on the screen, but they may be out of date.

## Next step

* [How to reply to a conversation](https://docs.stchat.app/en/subcontas/responder-conversas.md)
* [How to find conversations](https://docs.stchat.app/en/subcontas/encontrar-conversas.md)
* [How to assign, transfer and resolve](https://docs.stchat.app/en/subcontas/atribuir-e-resolver.md)


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