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

# Inbox

## General Description

Inbox is a unified, flexible, and modernized space where an operator manages all incoming company chats—whether from a website-embedded widget, social networks, or email. Inbox is designed to give the operator full control and convenience on a single screen.

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<div align="left"><figure><img src="/files/HT2Li13P9EamSlMnLk1r" alt=""><figcaption></figcaption></figure></div>

## Main Sections of the Inbox

<div align="left"><figure><img src="/files/bXEoNyiVX8Erz5CsoiJ9" alt=""><figcaption></figcaption></figure></div>

#### 👤 You

This section displays only the chats that are specifically assigned to you.\
Here you can:

* Reply to chats assigned to you
* View chat history
* Transfer the chat to another operator
* Manage the chat status

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#### 🟢 Open

Here you can see all active chats that currently require a response.
\
It is used for quick reactions and managing ongoing communication.

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#### 📂 All

The **All** section includes:

* All active company chats
* Inactive chats
* Closed conversations

The operator can:

* View any chat
* Open chat details
* Join a conversation if needed

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#### ✅ Closed

The **Closed** section displays all closed chats.\
Here you can:

* Filter closed chats
* View details of past conversations
* Analyze chat history

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#### 🚫 Spam

In the **Spam** section, the following are automatically placed:

* Chats from blocked users
* Unwanted or spam messages

This helps the operator keep the Inbox clean and efficient.

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<figure><img src="/files/hjFk627XWoWdNP7f6JWO" alt=""><figcaption></figcaption></figure>

## Chat Management from the Inbox

From the central Inbox window, the operator can:

* Send and receive messages in real time
* View the full chat history
* Work on multiple chats simultaneously

Everything happens in one space, without switching between screens.

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## Multichannel Communication (Omnichannel)

Inbox consolidates messages from:

* Website-embedded chat widgets
* Social networks
* Email

For the operator, it doesn’t matter where the message came from—everything appears in a unified Inbox.

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<div align="left"><figure><img src="/files/cTeO4TH6CG8b7IVv88Ph" alt=""><figcaption></figcaption></figure></div>

## User Detailed Information (Details Panel)

On the right side of the Inbox, the operator can see the full information of the user:

#### **Visitor Data**

* Name
* ID
* Mobile Number
* Location (City, Country)
* Device
* Operating System (OS)
* Browser
* Tags (both user and specific chat tags)

#### **Conversation Info**

* Chat ID
* Status (Open / Closed)
* Chat start time
* Chat end time

#### Notes/Tags

The operator can:

* Add internal Notes/Tags
* Leave comments for other operators

<div align="left"><figure><img src="/files/pcFm6mLivEgwhEoq0uOC" alt=""><figcaption></figcaption></figure></div>

#### **Conversation History**

* List of previous chats
* Duration of each chat
* Time and status

This helps the operator quickly understand the user’s history and context.

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#### ✅ **Main Advantages of the Inbox**

* All chats in one place
* Complete context about the user
* Quick response
* Flexible distribution among operators
* Clean and manageable working environment