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

# Inbox & Conversations

> View and manage all WhatsApp and Instagram conversations in one place

## What It Is

Your unified inbox for all WhatsApp and Instagram conversations. See message history, respond manually when needed, and track conversation status in real-time.

<CardGroup cols={2}>
  <Card title="Unified View" icon="messages">
    All channels in one place with real-time updates
  </Card>

  <Card title="Full History" icon="clock-rotate-left">
    Complete conversation history for each customer
  </Card>

  <Card title="Manual Responses" icon="reply">
    Take over conversations when needed
  </Card>

  <Card title="Customer Info" icon="user">
    See profile, contact details, and order history
  </Card>
</CardGroup>

## Using the Inbox

<Steps>
  <Step title="Open Inbox">Click **Conversations** in the main navigation</Step>

  <Step title="Select Conversation">
    Click any conversation to view full history
  </Step>

  <Step title="Respond (if needed)">
    Type and send manual responses when AI escalates
  </Step>
</Steps>

## Key Features

### Message Types Supported

* Text messages with formatting
* Images, videos, voice messages
* Location sharing with map preview
* Interactive buttons and lists

### Filters & Search

* **Search**: Find customers by name or phone number
* **Status filters**: Active, archived, needs attention
* **Sort**: Most recent conversations first

### Quick Actions

* **Archive**: Hide resolved conversations
* **Add Notes**: Internal team notes (customer doesn't see)
* **View Orders**: See purchase history (e-commerce only)
* **Manual Response**: Take over from AI when needed

## When to Respond Manually

Cosmo handles most conversations automatically. Respond manually when:

1. **AI escalates** (couldn't find answer in docs)
2. **Complex issues** requiring human judgment
3. **Customer requests** live agent
4. **Complaints or refunds** needing personal attention

<Warning>
  Respond quickly to escalations—fast responses maintain customer trust and
  satisfaction.
</Warning>

## Best Practices

<AccordionGroup>
  <Accordion title="Check Daily">
    Review inbox daily for escalated conversations that need your attention.
  </Accordion>

  <Accordion title="Archive Resolved Chats">
    Keep inbox clean by archiving old or resolved conversations.
  </Accordion>

  <Accordion title="Use Internal Notes">
    Add context for your team without customers seeing it.
  </Accordion>
</AccordionGroup>

## Troubleshooting

**Messages not appearing?**

* Check internet connection
* Verify WhatsApp/Instagram is connected in Settings
* Refresh the page

**Can't send messages?**

* Check 24-hour messaging window (WhatsApp)
* Verify channel is properly connected in Settings