# Conversations

Monitor and respond to customer chats from one support inbox.

## Review conversations

Open Inbox from the agent sidebar. Select a conversation to read its messages and customer context. Conversation history includes exchanges from connected channels and the website widget.

## Handle a conversation

1. Choose Your inbox, Open, Unassigned, a Support Desk state, or a channel from the Inbox navigation.
2. Read the recent messages and customer context before replying.
3. Check the AI/human handling state and assignee.
4. Choose Reply for customer-facing text or Note for internal collaboration.
5. Send only after checking the composer mode, then confirm the message appears in the conversation.

## Replies and notes

Replies are customer-facing. Notes keep investigation context inside the support workspace. Use an internal note for a handoff summary, ownership decision, or information another teammate needs.

## Related guides

- [Takeover](/docs/user-guides/help-desk/takeover)
- [Contacts](/docs/user-guides/contacts/overview)
- [Tickets](/docs/user-guides/help-desk/tickets)