> For the complete documentation index, see [llms.txt](https://helpdocumentation.gitbook.io/user/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/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>" %}


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