# The Inbox

> Every call, chat and email your agent handled, with Atom's analysis on top and the full transcript underneath. Calls come with a recording you can play back.

**Find it in:** Inbox › Calls · Inbox › Chats · Inbox › Emails

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/inbox/*

---

## Three channels, one layout

Open **Inbox** in the menu and pick **Calls**, **Chats** or **Emails**. All three pages work the same way: a searchable list of conversations on the left, and the conversation you picked on the right.

| Page | What's in it | Channel labels you'll see |
| --- | --- | --- |
| **Calls** | Phone calls and calls made from your website widget | Phone, Web Call |
| **Chats** | WhatsApp conversations and website chats | Whatsapp, Web Chat |
| **Emails** | Email threads, shown like a mail app | — |

![Inbox › Calls: the conversation list on the left and the full call transcript on the right. The recording player sits at the bottom.](https://facilio.com/help/helpdesk-guide/screens/inbox-calls.webp)
*Fig. 1 — **Inbox › Calls**: the conversation list on the left and the full call transcript on the right. The recording player sits at the bottom.*

## Inside a conversation, section by section

### The conversation list

![The search box and the conversations, newest first.](https://facilio.com/help/helpdesk-guide/screens/focus-inbox-list.webp)
*Fig. 2 — The search box and the conversations, newest first.*

Each row shows who it was, the last line of the conversation and how long ago it happened. The open conversation is highlighted.

### Who it was

![The person's name, the channel and their number, with Download call on the right.](https://facilio.com/help/helpdesk-guide/screens/focus-inbox-header.webp)
*Fig. 3 — The person's name, the channel and their number, with `Download call` on the right.*

### Atom's analysis

![Analyzed by Atom: the tone it picked up and a one-line read of the conversation.](https://facilio.com/help/helpdesk-guide/screens/focus-inbox-analysis.webp)
*Fig. 4 — **Analyzed by Atom**: the tone it picked up and a one-line read of the conversation.*

The tone chip, here **Concerned**, is one of five (see the table below). Click `View summary` for more.

![View summary opens Atom's Summary of the whole conversation.](https://facilio.com/help/helpdesk-guide/screens/focus-inbox-summary.webp)
*Fig. 5 — **View summary** opens Atom's **Summary** of the whole conversation.*

### The transcript

![The full conversation, from Call started to Call ended, with the call's duration.](https://facilio.com/help/helpdesk-guide/screens/focus-inbox-transcript.webp)
*Fig. 6 — The full conversation, from **Call started** to **Call ended**, with the call's duration.*

The agent's lines are on the right, marked **Agent**, and the tenant's are on the left with their name. Every line has a time.

### The recording

![The player for the call recording, at the bottom of every call.](https://facilio.com/help/helpdesk-guide/screens/focus-inbox-player.webp)
*Fig. 7 — The player for the call recording, at the bottom of every call.*

Play the call, skip 10 seconds back or forward, change the speed or download the recording.

## Read conversations

### How to read a conversation and Atom's summary

1. Open **Inbox** and choose **Calls**, **Chats** or **Emails**. The newest conversation opens automatically.
2. Click any conversation in the list to open it. The **Analyzed by Atom** card at the top shows the tenant's tone and a one-line read.

![A call from City Hospital about a stuck lift, marked Concerned.](https://facilio.com/help/helpdesk-guide/screens/how-inbox-read-1-open.webp)
*Fig. 8 — A call from City Hospital about a stuck lift, marked **Concerned**.*

3. Click `View summary` to see Atom's full **Summary** and **Tags**. Click `Hide summary` to fold them away.

![The summary says what happened in a few lines, without reading the whole transcript.](https://facilio.com/help/helpdesk-guide/screens/how-inbox-read-2-summary.webp)
*Fig. 9 — The summary says what happened in a few lines, without reading the whole transcript.*

| Tone | What Atom picked up |
| --- | --- |
| **Satisfied** | Pleased, with no remaining issues |
| **Calm** | Relaxed and not expressing concerns |
| **Concerned** | Unsure or worried about the issue |
| **Frustrated** | Upset and having difficulty |
| **Urgent** | Needs immediate help or escalation |

### How to find a conversation

1. Type in the search box at the top of the list (**Search by name, email or number**, or **Search** on Emails).
2. The list updates as you type.

![Searching chats for James finds his WhatsApp report of the washroom leak.](https://facilio.com/help/helpdesk-guide/screens/how-inbox-search-1-search.webp)
*Fig. 10 — Searching chats for **James** finds his WhatsApp report of the washroom leak.*

> A conversation that's still going on shows a pulsing dot with **In call** or **Active** in the list.

## Chats and emails

WhatsApp and web chat conversations look like a messaging app, with photos, documents, voice notes, locations and buttons shown in place. Email threads look like your mail app. Click a message header to collapse or expand it.

![A WhatsApp conversation. The tenant sent a photo of the leak, and the agent raised the ticket in the same chat.](https://facilio.com/help/helpdesk-guide/screens/inbox-chats.webp)
*Fig. 11 — A WhatsApp conversation. The tenant sent a photo of the leak, and the agent raised the ticket in the same chat.*

![An email thread. The agent replies in your helpdesk's name and confirms the ticket.](https://facilio.com/help/helpdesk-guide/screens/inbox-emails.webp)
*Fig. 12 — An email thread. The agent replies in your helpdesk's name and confirms the ticket.*

## More things you can do

- **Play a call recording.** Use the player at the bottom of a call to play, skip 10 seconds either way, change the speed or download the recording.
- **Translate a transcript.** If a conversation is in a different language from yours, click `Translate to English` (or your language). Atom translates the transcript and the summary. Use the toggle to switch back to the original.
- **Download a transcript.** Click `Download call`, `Download chat` or `Download email` at the top right to save it as a text file.

> Every conversation in the Inbox is also in **Contacts**. The person's details are saved automatically.