Every conversation in your Inbox has its place in the left sidebar. This article explains what each section contains, how conversations move between them, and answers the most common questions.

We've broken the article into a few sections:

The left sidebar of your Inbox has four sections:

The Open section holds all your unresolved conversations — new chats and ones you're actively working on. Once a conversation is resolved, it moves to the Resolved section. How Open is split depends on the size of your team.

If you're the only agent, your open chats are divided into two subcategories. This works well for small and mid-sized companies where one person handles all communication, or where a shared account is left open on a company computer.

If more than one agent handles your conversations — or you use Groups — the Open section is divided into four subcategories. This gives larger teams a clearer overview and more comfort when several people share the workload.

Conversations handled by Mira AI or a Flow appear in All in real time — as soon as the visitor starts chatting, not only after the conversation ends. You can follow them live, and while the AI agent or Flow is handling them, they don't play the new-message sound.

Want to reply? Take the conversation over. The reply field stays locked until you click Take over conversation:

Once you take a conversation over, it's assigned to you (in team accounts, you'll find it under Mine) and notifications work as usual. Someone from your team and the AI agent are never active in the same conversation at the same time.

Want the AI agent to continue? Open the assignee menu next to Resolve, switch to the AI agent tab and select your agent:

Closed and resolved bot conversations work as before: the reply field stays locked, and if you have the visitor's email address, you can reply by email.

See how it works:

When a conversation is finished, click the green Resolve button in the top-right corner of the conversation (or in the conversation list), and it moves to Resolved. If the visitor writes again, the conversation automatically moves back to Open.

In this section, conversations are grouped by who resolved them:

Looking for an older conversation? You can search and filter resolved conversations by rating, agent, channel, tag and more — see Inbox - general settings.

Channels lists the channels your Inbox receives conversations from: live chat, Messenger, WhatsApp and email. Click a channel to see only its conversations. If a channel isn't connected yet, you'll see a prompt to set it up.

Clicking + next to Channels opens Integrations, where you can connect tools such as Google Analytics or the Smartsupp mobile app:

To set up a channel, see these guides:

Your tags appear at the bottom of the sidebar under Tags. Click a tag to filter the conversation list down to the conversations that carry it. To create tags and add them to conversations, see Inbox tagging.

Mira AI or a Flow is handling it. Take the conversation over to unlock the reply field — see Conversations handled by Mira AI or a Flow.

Conversations handled by Mira AI or a Flow now appear in All while they're still in progress, not only after they end. This is expected.

Messages in conversations that Mira AI or a Flow is handling don't play the new-message sound. Once you take the conversation over, sounds and notifications work as usual.

The visitor wrote again. When that happens, the conversation automatically moves back to Open.

While Mira is chatting, the conversation is in Open → All. Once it's resolved, you'll find it under Resolved → Mira AI.

Check the filters at the top of the conversation list. A time filter can hide conversations outside the selected period — clear it to see everything.