> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/how-to-use/chat/inbox-custom-views-and-an-agent-day.md).

# Inbox, Custom Views, and an agent day

How agents work conversations day to day: find work, save Custom Views, reply, assign, hold, and close.

## What it is

The **Inbox** is your main workspace. Every customer conversation, from every channel, lands here. Open **Inbox** from the left menu.

The screen has three parts:

* **Left**: navigation (tabs, queues, saved views, channels)
* **Middle**: conversation list
* **Right**: the open conversation plus the customer's details

## Left tabs

* **Mine**: conversations assigned to you
* **Mentioned**: conversations where a teammate @mentioned you in a note
* **All opened / All closed**: every open or closed conversation (if your role allows)
* **Hold**: parked conversations, grouped by hold label
* **Chatbot assigned**: conversations currently handled by an AI agent

## Find conversations

**Filter:** click the filter (sliders) icon and choose any combination of **Date, Contact, Agent, Disposition, Queue, Direction, or Channel**.

**Sort:** switch **Newest to Oldest** or **Oldest to Newest**.

**Open type:** show **All**, **Opened**, or **Re-opened**.

**Search:** click the search box, choose **Contact**, **Messages**, or **Case ID**, type at least 2 characters, and pick a result.

## Save a Custom View

**What it is:** A shortcut that remembers a set of filters, so you can jump back to "your working queue" in one click.

1. In the left menu, find **Custom View** and click **+** (Save current filters as view).
2. Give it a **name**.
3. Choose the filters: Status, Open type, Channels, Queues, Assigned agents, Tags, Hold status, Direction, Disposition, Date range, Sort order.
4. Click **Save**. Click the view any time to apply it; use its menu (⋮) to **Edit** or **Delete**.

*Example: create "My WhatsApp Billing" = Status Open, Assigned to me, Channel WhatsApp, Tag Billing.*

{% hint style="warning" %}
Custom Views are saved in your current browser, so they do not sync across devices yet. A saved Custom View on one computer will not appear on another.
{% endhint %}

## Reply to a customer

1. Open a conversation.
2. Type your message in the reply box, add emoji or attach a file.
3. Press send.

If you cannot reply, the box tells you why (for example "Take the assignment first, then click **Assign to me**", or "This channel has been disconnected, then click **Go to setting**").

### Internal notes and @mentions

Switch the reply box to **Comment** (yellow). Type your note; type **@** to tag a teammate (they will see the conversation in their **Mentioned** tab). Comments are private; the customer never sees them. This works on every channel, including **Email** (use the **Reply, then Comment** toggle).

### Canned replies (snippets)

Type a snippet shortcut (like `!greeting`) in the reply box to insert a saved reply. Admins set these up under **Settings, then Snippets**. See [Snippets](/how-to-use/chat/snippets.md).

### Translate

Hover an incoming message and click **Translate**, or translate your reply before sending. Configure languages under **Settings, then General Settings, AI Translate**.

## Assign or transfer a conversation

1. Open the conversation and click the assignee area at the top.
2. Pick a teammate to reassign, **or** choose a **queue** to route it to a team.

To assign several at once: select multiple conversations in the list (checkboxes) and choose an agent or queue.

## Put a conversation on hold

1. Open the conversation and toggle the **Hold** switch, then pick a hold label.
2. Toggle it off when ready, or find it under the matching **Hold** tab.

## Close a conversation

1. Open the conversation and click the green **Close** button.
2. In the wrap-up form, choose a **Disposition** and fill in required fields.
3. Submit. The case moves to closed and is recorded in the CX Log.

See [Dispositions and wrap-up](/settings/dispositions-and-wrap-up.md) for how admins configure the wrap-up form.

## A typical agent day

1. Open **Inbox** and start from **Mine** (or a [Custom View](#save-a-custom-view) that matches your queue).
2. Check **Mentioned** for notes that tag you.
3. Open a conversation, reply (or insert a [snippet](/how-to-use/chat/snippets.md)), and use **Comment** for private team notes.
4. Reassign or send to a queue when someone else should own it.
5. Put the case on **Hold** if you are waiting on the customer or another team.
6. When finished, **Close** and complete the wrap-up form ([disposition](/settings/dispositions-and-wrap-up.md)).

{% hint style="info" %}
If your team has active custom workflows, you may also see a **Run workflow** (⚡) button in the conversation header. Use it to run a manual workflow (for example a one-click wrap-up) on the open conversation.
{% endhint %}

## Related pages

* [Glossary](/getting-started/glossary.md)
* [Snippets](/how-to-use/chat/snippets.md)
* [Dispositions and wrap-up](/settings/dispositions-and-wrap-up.md)
* [Business hours and SLA](/settings/business-hours-and-sla.md)
* [Members, roles, and permissions](/settings/members-roles-and-permissions.md)