---
id: inbox
title: Inbox
slug: /inbox
description: Review live and completed voice and web conversations across your workspace's agents.
---

The **Inbox** brings voice and web conversations from all your agents
into one workspace view. Use it to follow live conversations, review what
happened, and find a customer's earlier calls.

## The layout

The Inbox has three columns: the **conversation list** on the left, the
**thread** in the middle, and the **customer panel** on the right. Open it from
**Engage → Inbox**; the newest conversation opens automatically.

## Find a conversation

- Search by a customer's **name or phone number**.
- Filter by **Voice**, **Web** or all channels.
- Filter by **Live**, **Ended** or all statuses.
- Select one agent or **All agents**.
- Load more results as you move down the list.

Summary cards show the number of conversations, how many are live or finished,
and the average conversation length for the selected agent filter.

## Follow and review a conversation

Select a conversation to open its thread. A live conversation updates as the
customer and agent speak. An ended one shows:

- **AI Call Summary** — a short account of what was asked and what happened.
- **Voice Call Intelligence** — details Chatley picked out of the call, such as
  the caller's sentiment and how it ended.
- The **transcript**, **duration** and **outcome**.

The customer panel shows available contact details and earlier conversations,
and a **recording** you can play when one exists.

Some details are intentionally unavailable for PCI-compliant agents: Chatley
hides their transcript and summary in the Inbox to protect payment information.

:::note
The Inbox is scoped to the workspace you have open. Switch workspaces to review
another workspace's conversations.
:::

## Next steps

- [Calls](./calls.md) — the full call history and the Needs review queue.
- [Live call monitoring](./live-monitoring.md) — listen to and supervise a live
  phone call.
- [Analytics](./insights.md) — compare performance across calls and
  time ranges.
- [Agents](./agents.md) — review an individual agent's readiness and activity.