> ## Documentation Index > Fetch the complete documentation index at: https://docs.magpipe.ai/llms.txt > Use this file to discover all available pages before exploring further. # Inbox > Unified communication hub for calls, texts, chat, and email ## Overview The Inbox is your unified communication center where all customer interactions converge. Whether someone calls your AI agent, sends a text message, chats on your website, or sends an email, every conversation appears here in real-time. Monitor, respond, and take over conversations when needed — all from a single interface. Inbox overview Replying to a message ## Conversation Types ### Voice Calls Phone calls handled by your AI agents: | Status | Description | | ------------------ | ------------------------------------ | | **Completed** | Call finished normally | | **Answered by AI** | Agent handled the call | | **No Answer** | Caller hung up before agent answered | | **Transferred** | Call was transferred to a human | | **Screened Out** | Call was screened by the agent | | **In Progress** | Call currently active | | **Busy** | Line was busy | | **Failed** | Call could not connect | Each call includes: * Full audio recording (with playback controls) * AI-generated transcript with speaker labels * Call duration and timestamp * Caller ID information ### SMS Messages Text message conversations: * Two-way SMS threads grouped by contact and service number * AI-generated responses clearly marked * Manual replies from team members * Delivery status indicators (sent, pending, failed) ### Website Chat Conversations from your embedded chat widget: * Real-time message threads * Visitor information (name, email if collected) * Widget name shown in header * AI responses marked with indicator * Pause/Resume AI toggle ### Email Email conversations connected via Gmail: * Full email threads grouped by thread ID * Subject line and sender info * Quoted text automatically stripped for clean display * Reply directly from the inbox * Contact enrichment from email senders See [Email Integration](/features/email) for setup details. ## Inbox Features ### Real-Time Updates The inbox updates automatically: * New conversations appear instantly via real-time subscriptions * Messages arrive without refreshing * Desktop notifications for new messages (if enabled) ### Unread Indicators Never miss a conversation: * **Blue dot** on unread conversations * **Badge count** on inbox icon in navigation * Conversations marked read when opened * **Mark All Read** button to clear all unread indicators ### Conversation List Each conversation shows at a glance: * **Contact name** or phone number/email * **Avatar** (from contacts or auto-generated) * **Last message preview** (truncated) * **Timestamp** (relative: "2m ago", "Yesterday") * **Type icon** (phone, message, chat bubble, or envelope) * **Call status** indicator for voice calls * **Unread count** badge ### Filtering Find conversations quickly with combinable filters: **Filter by Type:** * All conversations * Calls only * Texts only * Chat only * Email only **Filter by Direction:** * All * Inbound * Outbound **Filter by Status:** * Missed calls only * Unread only **Filter by Sentiment:** * Positive * Neutral * Negative **Filter by Date:** * Today * Yesterday * This week * This month **Search:** * Phone number * Contact name * Message content * Email address or subject * Call transcript text ## Conversation Detail View Conversation detail view ### Call Details When viewing a call conversation: * Contact info with avatar, name, job title, social links * Caller and callee phone numbers (clickable) * Call timestamp and duration * All recordings displayed with individual audio players * Full transcript with speaker labels (Agent vs Caller) * Translation link for multilingual conversations * Quick actions: **Call** and **Message** buttons **Recording Features:** * Play/pause control * Multiple recordings per call (Main Call, Reconnect, Transfer, etc.) * Recording ID for reference ### SMS Details When viewing a message conversation: * Contact name and phone number with avatar * Service number indicator (which of your numbers) * Messages in chronological order with timestamps * Delivery status icons (sent, pending, failed) * Per-message translation link * **Translate All** button for full thread * Reply input at the bottom * Quick action: **Call** button ### Email Details When viewing an email conversation: * Contact name and email address * Service number indicator * Email subject line * All messages in thread with sender labels * Quoted text and signatures stripped for clean display * **Reply** button * Quick actions: **Call**, **Message**, and **Email** buttons ### Chat Details When viewing a chat conversation: * Visitor name and avatar * Widget name * Visitor email (if collected) * **AI Paused** indicator when human has taken over * **Resume AI** button to re-enable agent * Message thread with input * Infinite scroll for long conversations ## Human Handoff ### Taking Over a Conversation You can intervene in any SMS or chat conversation: 1. **Open the conversation** from the inbox 2. **Type your message** in the reply box 3. **Click Send** to deliver your response When you send a manual reply: * Your message is delivered immediately * The AI agent pauses for this conversation * Your messages appear without the AI indicator * Customer sees a seamless conversation ### Chat AI Controls For chat conversations specifically: * **AI Paused** indicator shows when you've taken over * **Resume AI** button to let the agent handle responses again ## Multi-Select & Deletion ### Deleting Conversations Remove conversations you no longer need: 1. Tap **Edit** in the inbox toolbar 2. Tap **Select to Delete** to enter selection mode 3. Check the conversations you want to remove 4. Tap **Delete (N)** to confirm 5. A confirmation modal appears before permanent deletion ### Mobile Swipe Delete On mobile devices, swipe left on any conversation to reveal the delete button. ### Mark All Read Clear all unread indicators at once with the **Mark All Read** button in the Edit menu. ## Translation For multilingual conversations: * **Per-message translation** links on SMS messages * **Translate All Messages** button for full SMS threads * **Transcript translation** for call recordings * Translation respects your agent's language setting ## Contacts Integration ### Auto-Created Contacts When someone new calls, texts, or emails: * A contact is automatically created * Phone number or email is saved * Name added if provided during conversation or enriched from email data ### Linked Contacts If a contact already exists: * Conversation shows contact name and avatar * Job title, company, and social links displayed * All conversations linked to that contact ### Email Contact Enrichment When an email arrives from a new sender: * Contact data is automatically looked up (company, phone, job title, social profiles) * If the person already exists as a phone contact, their record is updated with email data * No duplicate contacts created ## Mobile Experience On mobile devices: * Full-screen conversation views with back button * Swipe left to delete conversations * Optimized touch targets * Infinite scroll for conversation list * Bottom navigation with unread badges ## Notifications ### Desktop Notifications Enable browser notifications to get alerts for: * New incoming calls * New SMS messages * New chat messages Configure in **Settings** → **Notifications**. ### Push Notifications (PWA) When installed as a PWA on your home screen: * Push notifications for new conversations * Works even when the app isn't open * Requires iOS 16.4+ for iPhone Connect Gmail for email in your inbox Retrieve calls programmatically Access message history via API Add chat to your website