> For the complete documentation index, see [llms.txt](https://docs.artific.nl/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.artific.nl/en/for-everyone/inbox.md).

# Working in the Inbox

Reviewing and sending assisted replies to incoming e-mail.

## What the Inbox is

Your team has a shared mailbox that receives more messages than is comfortable, and most replies need the same background and the same tone.

The Inbox connects that mailbox to an assistant. Every incoming message arrives with a **draft reply already written**, using your organisation's own knowledge and house style. Your job is to read it, correct it, and send it.

{% hint style="success" %}
Nothing is ever sent automatically. A person always presses send. The assistant writes the first draft; you remain responsible for what goes out.
{% endhint %}

## The screen

A list of conversations on the left, the selected conversation on the right.

### The three tabs

| Tab          | What is in it                                                                                               |
| ------------ | ----------------------------------------------------------------------------------------------------------- |
| **Open**     | Needs attention. New messages, and conversations that were answered but where the sender has written again. |
| **Answered** | Someone has replied.                                                                                        |
| **Closed**   | Deliberately ended.                                                                                         |

### Finding a conversation

* **Search by subject or e-mail address.**
* **Filter by channel** if your team handles more than one mailbox. Your choice is remembered.

Each row shows the sender's address, the subject, a one-line summary, and when it last moved. A sparkle icon means **Suggested reply is ready**.

The list refreshes on its own, so new messages appear without reloading.

## Working the queue

This is a **shared** queue. Everyone with access sees the same conversations, and conversations are not assigned to individuals.

{% hint style="warning" %}
Because nobody owns a conversation, two people can end up drafting the same reply. Agree a working practice in your team: split by channel, work in shifts, or say in your team chat what you have picked up.
{% endhint %}

## Next

* [Handling a message](/en/for-everyone/inbox/handling-a-message.md): reviewing, editing, sending, forwarding.
* [Direct chat](/en/for-everyone/inbox/direct-chat.md): taking over a live conversation from an assistant.

## If the Inbox is not set up

You may see **Inbox not configured**. That means no mailbox is connected yet. Only an administrator can do that. See [Getting help](/en/for-everyone/getting-help.md).