> For the complete documentation index, see [llms.txt](https://docs.gallabox.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.gallabox.com/~/changes/A8xmww5XU9i8x7QbfPLe/conversations/manage-inbox.md).

# Manage Inbox

### User Assignment

User assignment is crucial for a smoothly functioning shared inbox, facilitating teamwork and improving efficiency by distributing tasks effectively. With Gallabox, you have the flexibility to assign chats to Gallabox Users or to a Bot created within the system.

In addition to facilitating assignments, Gallabox offers a feature to display the *online* or *offline* status of team members directly within the team inbox. When someone is offline, a cross is displayed on their profile picture, making it easy to identify their status at a glance.

<figure><img src="/files/LJxQo3tgEkte1UKXAIWs" alt=""><figcaption></figcaption></figure>

Along with this, you can unassign the chats assigned to you and move them into unassigned bucket for  your teammates to take up.&#x20;

{% hint style="info" %}
You can unassign the chats assigned to you or a Bot. You cannot unassign the chat assigned to your teammate.
{% endhint %}

<figure><img src="/files/I8MmvloesJYUqwDuAel3" alt=""><figcaption></figcaption></figure>

### Follow-up Reminders

Add the reminder to follow-up for a conversation. The reminder will alert agents within the contact conversation as a private note. You have [Predefined ](#user-content-fn-1)[^1]and [Customized ](#user-content-fn-2)[^2]type of reminders.<br>

<figure><img src="/files/SiyrVoQ8xjP7D85jlhC1" alt=""><figcaption></figcaption></figure>

### Conversation Window Session

This displays the timer for WhatsApp's [24 hour Session Window.](#user-content-fn-3)[^3]&#x20;

<figure><img src="/files/kkYDODrvZ4871PKL4zga" alt=""><figcaption></figcaption></figure>

You can also track the 24 hour session window for the contacts assigned you by monitoring the the ring around their contact thumbnail.&#x20;

<figure><img src="/files/THbO6GG8alhfR7ZYa0Lk" alt=""><figcaption></figcaption></figure>

### Conversation Tags

Conversation tags are ***labels*** you can assign to chats helping you *categorize* and *organize* based on specific criteria, topics, or statuses. This makes it easier to search for, track, and manage conversations, enhancing overall communication efficiency.

You can either create a Tag before assigning it to a chat or you can type and click on Create Tag option to create & assign Tags withing seconds.&#x20;

Let's see how you can do that in the below GIF:&#x20;

<figure><img src="/files/rm1T4d2Z08cGkSI3QRQ2" alt=""><figcaption></figcaption></figure>

### Block the Contact

Click on the three dots <img src="/files/16k74HSmT69eFhBwFmre" alt="" data-size="line"> on the right side of the chat to view the ***Block*** action you can perform.&#x20;

<figure><img src="/files/IMCYmVgBBgX3aTLRQfR7" alt=""><figcaption></figcaption></figure>

Once you **Block** the contact, you cannot send or receive messages. If you want to send a message to a Blocked contact, [*unblock*](#unblock-the-contact) them and then send message.&#x20;

### Unblock the Contact

Click on the three dots <img src="/files/16k74HSmT69eFhBwFmre" alt="" data-size="line"> on the right side of the chat to view the ***Unblock*** action you can perform or you can click on Unblock Button at the bottom of the Chat section as shown in the GIF below:&#x20;

<figure><img src="/files/Z3RnLqnBBafeY1Z3CAGB" alt=""><figcaption></figcaption></figure>

### Resolve Chat

This enables the chat to be resolved once appropriate support has been provided to customers.

<figure><img src="/files/aUoP2C97A3dPYeZfX6qx" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
If there is a follow-up set for a conversation and it is resolved, users will be prompted to choose one of the following options:

1. Clear follow-up and resolve
2. Remind the follow-up at the set time

-> If the "**Clear follow-up and resolve**" option is selected, the follow-up will be cleared, and the conversation will be resolved as usual.

-> If the "**Remind when it's time**" option is selected, a private note of the follow-up, along with a mention of the person who configured the follow-up, will be added to the conversation and it will automatically be unresolved and assigned back to you.

<img src="/files/FKx9QHoJOQFIrtd1b1v5" alt="" data-size="original">
{% endhint %}

### Bulk Action on Chats

To bulk unassign all the chats or assign to a specific Gallabox user or a Bot, go to Table view. Select the chats you would like to assign to a user or a Bot.&#x20;

<figure><img src="/files/v8YbzRlLfb065zZCjSlj" alt=""><figcaption></figcaption></figure>

### Related Reads

<table data-card-size="large" data-view="cards"><thead><tr><th data-type="content-ref"></th><th data-hidden></th><th data-hidden></th><th data-hidden></th></tr></thead><tbody><tr><td><a href="/pages/U5gJDwIuNZYCRrh1MfeW#filter-conversations">/pages/U5gJDwIuNZYCRrh1MfeW#filter-conversations</a></td><td></td><td></td><td></td></tr><tr><td><a href="/pages/U5gJDwIuNZYCRrh1MfeW#search-chat">/pages/U5gJDwIuNZYCRrh1MfeW#search-chat</a></td><td></td><td></td><td></td></tr><tr><td><a href="/pages/U5gJDwIuNZYCRrh1MfeW#contact-view">/pages/U5gJDwIuNZYCRrh1MfeW#contact-view</a></td><td></td><td></td><td></td></tr></tbody></table>

[^1]: A reminder can be set 2 hours from, 24 hours from, and 1 week from the exact time it was set.&#x20;

[^2]: Choose the date and time you would like a reminder according to your clients needs. This customized reminder can also be edited as and when required.&#x20;

[^3]: When a **conversation is initiated by the user or a user responds to a template message**, the WhatsApp policy allows for a business account to reply within the period of **24hrs**. A session lasts for 24hrs after the last inbound message is sent from the user.