> ## Documentation Index
> Fetch the complete documentation index at: https://docs.writine.com/llms.txt
> Use this file to discover all available pages before exploring further.

# The inbox

> Where your team reads and answers conversations.

Every conversation from every website lands in one inbox. Any member can open
one, read the history and reply.

## Replying

Open a conversation and type. The visitor sees the reply immediately if their
widget is open, and a typing indicator while you write.

You can reply to a specific message, which quotes it above yours, and edit a
message you have already sent. An edited message is marked as edited so the
history stays honest.

## Internal notes

A note is written in the same place as a reply but is only visible to your
team. Use it to hand context to whoever picks the conversation up next.

<Warning>
  A note is private to your workspace, but it is still part of the conversation
  record. Write it as if the visitor might one day read it.
</Warning>

## What you can do with a conversation

<Columns cols={2}>
  <Card title="Assign it" icon="user-check">
    Make it clear who is answering. Anyone can still reply, so an assignment is
    a signal rather than a lock.
  </Card>

  <Card title="Share files" icon="paperclip">
    Both sides can attach files, served through a signed link that expires so a
    copied link does not stay readable forever.
  </Card>

  <Card title="Catch offline messages" icon="envelope">
    When nobody is available, the widget collects the message and an email
    address, and it arrives in the same inbox.
  </Card>

  <Card title="Hand off with a note" icon="note-sticky">
    Leave internal context the visitor never sees for whoever picks it up next.
  </Card>
</Columns>

## Requests

A visitor who would rather not wait at all can file a request instead. Those do
not appear here: they have their own screen, because a queue of work and a
person waiting on the page need different handling.

<Card title="Tickets" icon="ticket" href="/docs/tickets/overview">
  See how requests filed by email are triaged and answered.
</Card>


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