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

# Widget Inbox

> Every visitor conversation, in one thread view.

## What the inbox is

Every time a visitor opens the widget on your site and sends a message, a **session** is created. The Inbox is the list of those sessions — like an email inbox, but for widget conversations.

## The session list

Open **Inbox** in the sidebar. Each row shows:

* The visitor's name (if provided) or a phone/anonymous label
* The last message preview
* Unread count badge
* When the last message was sent
* Which project the conversation is about (if any)

Sort by **Unread first** to work through your queue.

## Reply from the inbox

Open a session to see the full transcript. Two ways to respond:

<CardGroup cols={2}>
  <Card title="Type a reply" icon="paper-plane">
    Your reply appears in the widget as coming from your team, not from the AI.
  </Card>

  <Card title="Suggest to AI" icon="sparkles">
    Ask the AI to draft the reply based on the thread and your knowledge base. Edit, then send.
  </Card>
</CardGroup>

## Convert to a lead

Every session that includes a phone number or email is automatically promoted to a **CRM lead**. You can also manually promote any conversation with the **Add to CRM** button — pick the stage (`new`, `contacted`, `qualified`, etc) and it lands in your pipeline.

## Notifications

* **In-app**: unread count on the sidebar Inbox item
* **Email**: sent to every workspace member with the `agent` role or above, throttled to one summary per 15 minutes
* **WhatsApp**: if you've connected WhatsApp under **Settings → WhatsApp**, new sessions ping the connected number instantly

## Auto-response window

The widget's AI answers instantly. If a visitor asks for a human, we mark the session **Escalated** and the AI stops replying until a team member takes over. Escalated sessions sit at the top of the inbox with a red flag.

<Note>
  Deleting a session is permanent. If you want to hide but keep the record, use **Archive** — the transcript stays in your database and can be searched later.
</Note>