# Inbox: every chat in one window

Answer customers from all messengers in one place, take a conversation over from the agent and hand it back.

> Full REST + WebSocket API reference: https://api.happ.tools/reference

## What you need [#what-you-need]

* At least one connected channel: [Telegram bot](/guides/telegram-bot), Instagram, WhatsApp or the website widget.

<Steps>
  <Step>
    ### Open Chats [#open-chats]

    In the sidebar click **Chats**. On the left are channels and views: **Unread**, **Assigned to me**, **Happ AI**, **Unassigned**. The filter narrows the list by channel, agent or lead stage.
  </Step>

  <Step>
    ### Take over the conversation [#take-over-the-conversation]

    Open a chat and switch to **Manual**. The agent goes quiet and you answer yourself. The customer gets your message in the same messenger.
  </Step>

  <Step>
    ### Use the helpers [#use-the-helpers]

    **Suggest reply** drafts an answer from the conversation, **Rewrite** changes the tone, **Quick replies** insert ready templates.
  </Step>

  <Step>
    ### Hand it back to the agent [#hand-it-back-to-the-agent]

    Switch to **AI mode**. If you forget, the agent comes back on its own after the pause set in the agent settings.
  </Step>
</Steps>

<Callout title="Lead card">
  Above the conversation you see the lead stage and whose turn it is, so a manager knows whom to answer first.
</Callout>

## Next [#next]

* [Chats](/docs/workspace/chats): everything the inbox can do.
* [AI control](/docs/workspace/ai-control): rules for when the agent answers and when it stays quiet.