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

# Reading and filtering conversations

> By the end of this guide, you'll know how to move around the Inbox with confidence — finding the conversations that need you right now and tuning out the ones that don't.

By the end of this guide, you'll know how to move around the **Inbox** with confidence — finding the conversations that need you right now and tuning out the ones that don't.

The Inbox can fill up fast when LINE, Instagram, WhatsApp, and Messenger all flow into one place. Filters are how you stay calm and fast: instead of scrolling everything, you look at one focused slice at a time.

## Before you begin

* You'll need at least one **channel** connected so conversations are flowing in.
* Open the **Inbox** from the left navigation.

***

<Steps>
  <Step title="Read the conversation list">
    The left side of the Inbox is your **conversation list**, sorted by newest activity first.

    * **Channel badge:** each row shows which channel the message came from, so you always know where you're replying.
    * **Handler:** a quick marker tells you whether **your AI** or a person is handling that conversation.
    * **Unread:** conversations needing attention stand out at a glance.

    <Frame>
      <img src="https://mintcdn.com/cura-2d9288ab/mTvBrm7WZR5GpnU1/images/inbox/inbox-overview.png?fit=max&auto=format&n=mTvBrm7WZR5GpnU1&q=85&s=a8f962e516cfae23ae42ca6f746435ce" alt="The Cura inbox with every channel in one conversation list" width="2880" height="1560" data-path="images/inbox/inbox-overview.png" />
    </Frame>
  </Step>

  <Step title="Pick a filter">
    Filters narrow the list to one job at a time. Click any of these:

    * **All** — every open conversation.
    * **Your Inbox** — conversations you're handling or own. Start your day here.
    * **Unreplied** — conversations still waiting on a reply. Your "needs attention" list.
    * **Starred** — conversations you've flagged to return to.
    * **Unrouted** — open conversations not yet assigned to a branch. Visible to admins and managers, and handy for a team sweep.

    A separate **Cura AI** section filters by what the AI is doing — **All AI**, **Booked** (led to an appointment), **Routed**, and **Abandoned**.

    <Tip>
      Treat **Unreplied** as your action queue. If you resolve conversations as you finish them, this filter genuinely means "someone is still waiting."
    </Tip>
  </Step>

  <Step title="Narrow further by channel or team">
    Beyond the main filters, you can focus on just one part of the business:

    * **Channel:** see only LINE, only Instagram, and so on — handy when one inbox is busier than the rest.
    * **Team or branch:** view the conversations for a specific team or workspace.

    <Check>You've now got a focused view — only the conversations that matter for the task in front of you.</Check>
  </Step>

  <Step title="Switch by status">
    Conversations also have a status, and you can switch between them:

    * **Open** — active conversations.
    * **Snoozed** — conversations you've set aside to deal with later.
    * **Resolved** — finished conversations, kept for your records.

    <Note>
      Combine a status with a filter — for example, **Open** + **Unreplied** — to zero in on exactly what's left to do.
    </Note>
  </Step>
</Steps>

***

### Related articles

* [The Inbox explained](/inbox/the-inbox-explained)
* [Replying to a customer](/inbox/replying-to-a-customer)
* [Resolving, snoozing, and reopening](/inbox/resolving-snoozing-and-reopening)
* [Searching your inbox](/inbox/searching-your-inbox)