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

# Chat Inbox

> Work customer conversations, send messages, use templates, and manage conversation actions.

The Chat Inbox is the daily workspace for customer messaging.

It has three main parts: the conversation list, the active chat, and the help sidebar with related actions.

<img src="https://mintcdn.com/platoae/qNwZzvSrzTHhpM3n/images/connect360/chat-inbox.png?fit=max&auto=format&n=qNwZzvSrzTHhpM3n&q=85&s=593f34507f700a98b366bb4dba5141d3" alt="Connect360 chat inbox" width="1280" height="720" data-path="images/connect360/chat-inbox.png" />

## Find Or Start A Chat

Use the search field to find an existing conversation by customer or conversation name.

For the full creation flow, see [Start A Conversation](/connect360/chat/start-conversation).

Click `New Conversation` when you need to start a chat manually. Add:

* A conversation name.
* A customer, when the chat should be tied to a customer profile.
* Team members, when other workspace users should participate.
* Channels, when the conversation needs a specific messaging route.

If a conversation contains child threads or folder-style sub-conversations, the sidebar can show a thread view so the team can move between related chats.

## Join And Reply

Open a conversation from the list. If you are not already a participant, join the chat before replying.

For the composer workflow, see [Reply And Compose Messages](/connect360/chat/reply-compose).

From the message box, you can:

* Type a normal reply.
* Press `Enter` to send, or `Shift + Enter` for a new line.
* Attach files from Drive.
* Paste media directly into the message box.
* Record and attach a voice message.
* Reply to an existing message.
* Send an internal note that stays inside the team workflow.
* Use AI tools to continue writing, shorten, lengthen, simplify, or change the tone of a draft.

When AI auto-reply is enabled for the conversation, the manual message box is hidden so the agent can handle replies.

## Use Templates

Use `Select Template` when the message should use a saved template.

For template and AI use inside chat, see [Use Templates And AI In Chat](/connect360/chat/templates-and-ai).

Templates are especially important for WhatsApp because customer service windows can expire. If the app shows that the 24-hour free reply window has expired, send an approved template to re-engage the customer.

Some templates ask for values before sending, such as a product, order, Drive file, or custom field. Fill the required values, then send from the chat.

## Use The Help Sidebar

Click the chat header to open conversation actions.

From the sidebar, staff can:

* Open related orders.
* Browse products.
* Select templates.
* Edit the customer profile.
* Add or remove team members.
* Toggle workflows for this conversation.
* Toggle AI auto-reply for this conversation.
* Toggle AI auto-translate for this conversation.
* Clear chat history.
* Leave the chat.
* Delete the chat, when permitted.

Use internal notes for team context that should not be sent to the customer.

## Keep Chats Clean

Good inbox hygiene makes automation and reporting easier:

* Keep customer names and phone numbers accurate.
* Add the right team members instead of sharing screenshots outside the app.
* Use templates for repeated messages.
* Use internal notes for manager handoff.
* Avoid deleting chats unless the conversation should no longer exist.