> ## Documentation Index > Fetch the complete documentation index at: https://docs.lobbystack.com/llms.txt > Use this file to discover all available pages before exploring further. # Review calls and conversations in the Inbox > Use the Inbox to review calls, website chats, Instagram messages and texts, reply to customers, and follow up on requests. The **Inbox** holds every call and conversation in your active workspace: phone calls, browser calls, website chats, Instagram messages and texts. It also lists calls your team took with [Staff answers first](https://docs.lobbystack.com/agent/calls-and-booking.md#staff-answers-first). ## Filter the list The list on the left shows the latest activity first. Pick a filter above it to narrow the list: * **All**: everything * **Phone**, **Website**, **Instagram**, **SMS** or **Web call**: one channel **Instagram** shows only once you connect an Instagram account. With more than one agent, an agent picker sits beside the filters. Pick an agent to see only what it handled, or **All agents** to see everything. To find a call or conversation, click **Search** in the sidebar or press `Cmd+K` (`Ctrl+K` on Windows). It searches contacts, calls and messages. Click **Load more** at the bottom of the list for older items. Each item shows the contact, its channel and when it happened. With more than one agent, it also shows which agent handled it. ## Open a call Click a call to open it beside the list. On a phone, it opens full screen, and the back arrow returns to the list. With more than one agent, **Handled by** names the agent that answered. Owners and admins can click the name to open that agent's settings. A call has three tabs, and **Details** opens first: | Tab | What it shows | | - | - | | **Details** | Follow-up tasks, appointment requests, outcome, call status, transfer status, and timing. | | **Transcript** | Saved caller and agent turns, when available. | | **Recording** | The audio player once the call audio is uploaded, or a processing state while LobbyStack prepares it. | If the agent takes a callback request or a message during a call, the task appears on **Details**. Click **Mark done** when your team has followed up. For a cancellation or reschedule request, click **Approve cancellation** or **Approve reschedule**, or click **Other time** to move the appointment to a different time. Call outcomes include: * Appointment booked * Scheduling started but not completed * Message taken * Answered by your team. These calls have no transcript or recording. * Transfer completed, busy, or failed * Completed without a structured outcome * Failed, canceled, no-answer, or technical issue > [!NOTE] > > Recording playback appears after the call audio finishes processing. Use your workspace and compliance settings to manage recording and retention policy. ## Reply to a conversation Website chat, Instagram and SMS conversations open as a message thread, with each message's time. The AI doesn't reply to SMS, so texts sent to your business number wait in the Inbox for your reply. Website chat is restricted and only appears for workspaces that already have widget keys. **1. Open a conversation** Select a website chat, Instagram or SMS conversation from the list. **2. Write your reply** Use the composer at the bottom of the thread. **3. Send the message** Click **Send**. ## Take over or resume AI Website chat threads show who answers them in the header. Click **Take over** when someone on your team should handle the conversation. Sending a reply in a website chat or an Instagram conversation takes it over too, so the agent doesn't answer alongside you. Click **Resume AI** when the agent should answer again. While your team has a website chat, the agent doesn't answer it, and the visitor sees that a team member will reply. If the visitor still has the chat open, your replies show up there right away. A full web address starting with `https://` shows as a link the visitor can open in a new tab. A chat stays with your team, and under **Action required** on Home, until someone clicks **Resume AI**. When a website chat has had no messages for a day, the visitor's next message starts a new chat. SMS threads have no AI handoff control. You answer every text yourself. ## Join a visitor who asks for a person When a widget has [live chat with your team](https://docs.lobbystack.com/agent/widget.md#live-chat-with-your-team) on, a visitor who asks for a person waits for your team. The conversation shows **Wants a person** in the list and **Visitor waiting** in its header, and your team gets an alert. Reply, or click **Join chat**, within 3 minutes to take the chat. The visitor sees that you joined, with the first name on your profile. Click **Resume AI** to hand the chat back to the agent instead. If nobody joins in time, the agent takes the chat back and offers the visitor a callback. Once you join, the chat goes back to the agent if your team stops writing in it. When nobody on your team has written in it for 10 minutes, the agent answers the visitor's next message. A chat you took over with **Take over**, or by replying while the agent had it, stays with your team until someone clicks **Resume AI**. ## Links from older emails Links to the old **Calls** and **Messages** pages still work. They open the Inbox, filtered to phone calls for **Calls**, or with the call open when the link pointed at one. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.