# Conversations

> Work your AI conversations in the inbox — triage, takeover, notes, and assignments.

URL: https://docs.reaktly.com/docs/platform/conversations

The inbox is where conversations with visitors land, whether the AI handled them or a human needs to step in.

## The conversation list

Each row is one conversation, filterable by support status:

| Status | Meaning |
|---|---|
| `NEW` | Just arrived, nobody has looked at it |
| `OPEN` | Being worked on |
| `PENDING` | Waiting on the visitor |
| `ON_HOLD` | Paused deliberately |
| `RESOLVED` | Answered — no further action expected |
| `CLOSED` | Done and closed |

A quick filter for **assigned to me** keeps the list to your own work.

## The conversation timeline

Everything that happened in a conversation is one timeline: visitor messages, AI answers, replies from your team, internal notes, status changes and handoffs — each attributed to who did it (visitor, AI, agent, or system).

The sidebars give context without leaving the conversation:

- **Visitor context** — who you are talking to and their earlier conversations
- **Notes** — internal notes the visitor never sees
- **Triage** — categorise and route the conversation
- **Assign** — hand the conversation to a teammate
- **Media** — attachments exchanged in the conversation

## When a human should take over

The AI answers from your knowledge base. Hand over to a person when:

- the visitor asks for a human,
- the question needs an account-specific decision the AI cannot make, or
- the AI's answer would be a guess — the knowledge base has no match.

[Your First Conversation](/docs/getting-started/first-conversation) describes how to close those gaps by improving the source content.

## From conversation to content fix

1. Filter for conversations the AI could not resolve.
2. Read what the visitor actually asked — the wording, not the topic.
3. Add or sharpen the knowledge base item that should have answered it.
4. Confirm the next conversation on that topic resolves without a human.