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

# Get to know the Inbox

> See how the Inbox brings together WhatsApp and Chat Widget conversations, what each status means, and where to find each support action.

export const Artigo = ({titulo, href, children}) => <a className="lista-artigos-item" href={href}>
    <span className="lista-artigos-texto">
      <span className="lista-artigos-nome">{titulo}</span>
      {children ? <span className="lista-artigos-desc">{children}</span> : null}
    </span>
    <svg className="lista-artigos-seta" viewBox="0 0 24 24" width="18" height="18" aria-hidden="true">
      <path d="M9 6l6 6-6 6" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" />
    </svg>
  </a>;

export const Lista = ({titulo, children}) => <div className="lista-artigos">
    {titulo ? <p className="lista-artigos-titulo">{titulo}</p> : null}
    <div className="lista-artigos-itens">{children}</div>
  </div>;

The Inbox brings together all WhatsApp and Chat Widget conversations for your scope in one place. You open, filter, and reply without switching screens.

<Note>
  Who can see this: all logged-in users. Account owner, Administrator, and Company Manager see conversations for the whole company; Area Manager, Unit Manager, and Agent see only their own scope.

  The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
</Note>

***

## The navigation column

Where to find it: **Inbox** (main menu).

**Tudo** (All) shows all conversations for your scope. **Sua caixa** (Your inbox) shows only the conversations assigned to you. **Não atribuído** (Unassigned) shows conversations with no agent. **Contatos** (Contacts) opens the contact list.

If your plan includes the AI agents, the **Agentes de IA** (AI Agents) section appears, with **Todas as conversas** (All conversations), **Finalizadas** (Closed), **Transferidas** (Transferred), and **Abandonadas** (Abandoned): it shows the conversations handled by Tino. The **Canais** (Channels) section separates **WhatsApp** and **Chat Widget**. **Visitantes online** (Online visitors) shows who is browsing your site right now.

***

## Lists and filters

Search accepts name, phone number, or protocol (the first 8 characters of the conversation ID). The status tabs filter between **Todos** (All), **Aguardando** (Waiting), **Andamento** (In progress), and **Finalizados** (Closed).

At the top of the list column, to the right of your name, the **+** button (tooltip **Nova conversa**, New conversation) opens **Iniciar conversa** (Start conversation), to write to a number that isn't on the list yet.

If your company has more than one unit, chips filter by unit. **Filtrar por atendentes** (Filter by agents) shows who is online, away, or offline. **Filtrar por setor** (Filter by department) shows one department at a time. With the campaigns feature active, **Filtrar por tags** (Filter by tags) also appears.

Sort the list by **Urgência** (Urgency) (whoever has been waiting longest first) or **Recentes** (Recent) (newest message first). The list groups conversations into **Fixados** (Pinned), **Hoje** (Today), **Ontem** (Yesterday), and **Anteriores** (Earlier).

<Tip>
  Pin conversations from the three-dot menu on the row. They move up to the Fixados group.
</Tip>

***

## What each status means

| Status                             | What it means                                                                                     |
| ---------------------------------- | ------------------------------------------------------------------------------------------------- |
| Aguardando (Waiting)               | Waiting for the customer's reply.                                                                 |
| Andamento (In progress)            | Active message exchange.                                                                          |
| Aguardando CSAT (Waiting for CSAT) | The customer hasn't answered the satisfaction survey yet.                                         |
| Finalizado (Closed)                | The conversation has been closed. No further interaction is expected.                             |
| Importada (Imported)               | Came from WhatsApp history before Tartini. Has no messages, agent, SLA, or metrics in the system. |

***

## The details panel

Where to find it: open a conversation and click the arrow in the header, or on "toque para ver dados".

The **Detalhes** (Details) tab shows the contact card, a summary of the record, the conversation data (status, agent, phone number), and notes. The **Sotto** tab only appears for those with access enabled.

<Note>
  Surprising details: WhatsApp group conversations only show up in Tudo, with no other queue filters selected. They're left out of Sua caixa, departments, and Agentes de IA.
</Note>

***

## What changes for agents and managers

| Role                            | What they see in the Inbox                                     |
| ------------------------------- | -------------------------------------------------------------- |
| Account owner and Administrator | The whole company. No welcome tour.                            |
| Company Manager                 | The whole company, with a welcome tour.                        |
| Area Manager and Unit Manager   | The scope of their own area or unit.                           |
| Agent                           | Their own scope. Sua caixa shows only their own conversations. |

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Why don't I see the Agentes de IA section?">
    It only appears with the plan that unlocks AI agent support.
  </Accordion>

  <Accordion title="Why don't the unit chips appear?">
    They only appear for users who access two or more units.
  </Accordion>

  <Accordion title="The list jumped back to the top on its own, is that normal?">
    It shouldn't. Reconnections update the list without reloading the page; switching tabs, filters, or units does reload it.
  </Accordion>

  <Accordion title="Where are the WhatsApp group conversations?">
    They only appear in Tudo, with no other queue filter selected.
  </Accordion>

  <Accordion title="How do I get alerts for new conversations?">
    Through sound, an on-screen alert, and an operating system notification, if you allow it in your browser.
  </Accordion>
</AccordionGroup>

***

## Related articles

<Lista>
  <Artigo titulo="Handle a conversation" href="/en/inbox/atenda-uma-conversa">Open, reply, attach files, and take over from Tino.</Artigo>
  <Artigo titulo="Use Sotto" href="/en/agentes/sotto/use-o-sotto">Ask for reply suggestions while helping customers.</Artigo>
  <Artigo titulo="Transfer, note, and tag conversations" href="/en/inbox/transfira-notas-e-tags">Pass the conversation along and record what matters.</Artigo>
  <Artigo titulo="Close a conversation and track the satisfaction survey" href="/en/inbox/encerre-uma-conversa">Close it out with the right reason.</Artigo>
  <Artigo titulo="Manage contacts" href="/en/inbox/contatos">Search, edit, and merge duplicate contacts.</Artigo>
  <Artigo titulo="Use the Central de Conversas" href="/en/inbox/central-de-conversas">Audit and export the complete history.</Artigo>
</Lista>


## Related topics

- [Configuring the Inbox](/en/primeiros-passos/guias/configurando-o-inbox.md)
- [Get to know the Tartini screen](/en/visao-geral/conheca-a-navegacao.md)
- [Best Practices for Writing AI Knowledge](/en/primeiros-passos/boas-praticas/escrever-para-a-ia.md)