> For the complete documentation index, see [llms.txt](https://helpdocumentation.gitbook.io/user-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpdocumentation.gitbook.io/user-documentation/crm-v2/inbox/inbox-walkthrough.md).

# Inbox Walkthrough

**1.** Go to **CRM → Live Chat** from the left menu\
**2.** Open any chat to view the conversation

**3.** Check Session Status

* 🟢 Green icon = 24-hour session active
* 🔴 Red icon = Session closed (template message required)

**4.** Use **Three Dots (⋮)** to:

* Add Tags
* Mark Done / Close / Unread
* Pause Automation
* Transfer Chat
* Archive / Block / Delete

**5.** Manage **Tags & Filters**

* Create tags with icon & color
* Use Permanent or Temporary Filters

**6.** Switch between **Departments & Assigned Chats**

**7.** Send Messages

* Type text, emojis, attachments
* Works only when session is active

**8.** View Customer Details (Right Panel)

* Profile Info
* Super Fields (custom data)
* Notes (internal only)
* Remarks (follow-ups/status)

**9.** Schedule Messages

* View upcoming or processed scheduled chats

**10.** Bulk Actions

* Select multiple chats → Transfer to agent/department

**11.** Check Message Info

* View delivery status
* See error reasons for failed messages

**12.** Live Chat helps manage all WhatsApp conversations from one place with tags, filters, and automation

{% embed url="<https://youtu.be/yeM6ACYChEs>" %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://helpdocumentation.gitbook.io/user-documentation/crm-v2/inbox/inbox-walkthrough.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.