> For the complete documentation index, see [llms.txt](https://docs.scaleflows.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.scaleflows.net/workspace/the-inbox.md).
# The Inbox
Manage and review customer conversations handled by your AI agent and your support team.
{% hint style="warning" icon="hand-back-point-ribbon" %}
During initial setup, regularly check your inbox to review how the AI is handling messages.
{% endhint %}
{% hint style="info" %}
See what each view does below
{% endhint %}
{% tabs %}
{% tab title="Needs You" %}
Conversations that need your attention
| Left Sidebar Views | Description |
| ------------------ | ------------------------------------------------------------------------------------------------------------------- |
| AI Drafts | Replies that AI wrote and are waiting for your approval |
| Escalated | Tickets that AI flagged as something it can't handle alone, has active accepted commitment and no pending AI draft. |
| {% endtab %} | |
{% tab title="AI Handling" %}
Conversations the AI is managing automatically
| Left Sidebar Views | Description |
| ------------------ | -------------------------------------------------------------------------------------- |
| Open | Emails that have open status, no AI draft, and last message from customer |
| Awaiting reply | Tickets that are open, have no AI draft, and are waiting for the customer to respond. |
| | |
| {% endtab %} | |
{% tab title="All" %}
Every conversation
| Left Sidebar Views | Description |
| ------------------ | ------------------------------------------------------------------ |
| All tickets | Everything except closed |
| Closed | Closed tickets with no pending AI draft, and no active commitment. |
| Spam | Detected or marked as spam |
| {% endtab %} | |
{% tab title="Tags" %}
Filter by any tags you've created
