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

# Inbox & conversations

> See and reply to two-way conversations, and take over from an agent.

Every reply a contact sends becomes a **conversation** — a thread in the
**inbox**. Agents handle most of them automatically; the inbox is where your team
sees what's happening and steps in when needed.

## Threads

Each thread is one contact's back-and-forth (SMS or a voice call's transcript),
with its status and whoever it's assigned to. List and search them, filter to the
ones that **need attention**, and open one to read the full message history.

## Replying and taking over

<Steps>
  <Step title="Open a thread">
    See the whole conversation, including anything an agent has already said.
  </Step>

  <Step title="Reply as your team">
    Send a message into the thread yourself. When an agent handed off (on a
    keyword, low confidence, after N turns, or negative sentiment), this is where
    a person takes over — the agent stops and you continue.
  </Step>

  <Step title="Triage">
    Set a thread's **status** (e.g. open/closed) and **assign** it to a teammate
    so work isn't dropped or duplicated.
  </Step>
</Steps>

<Note>
  Agents flag a conversation for the inbox when a handoff condition trips — see
  [Agents → Handoff to a human](/agents#handoff-to-a-human). Tune those
  conditions so routine questions never reach the inbox and real edge cases
  always do.
</Note>

## Over the API & MCP

Read and reply to conversations programmatically — [Conversations](/api-reference)
— or in natural language via the [MCP server](/mcp).