# Conversations and the Handoff Inbox

**Category:** [AI Chat Agent](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/agent)
**Updated:** 2026-10-04

## Conversations & Inbox

Open an agent and choose **Conversations & Inbox**. There are
two views.

### Conversations

Every conversation the agent has had. Search covers the visitor's name and
email *and the message text*, so searching “refund” finds the
conversation about refunds rather than a visitor named Refund. Filter by status,
and sort by when a conversation started (newest first by default) or by recent
activity when you are working a queue.

Each row shows the preview, visitor, message count, status — with the closure
reason underneath when it is closed — and when it started. **View**
opens the full transcript.

### Handoff Inbox

Just this agent's conversations that are waiting on a person, unassigned
first. The count on the tab is how many are waiting, so you can see an
unattended queue without going looking for it.

Open one and reply directly; the visitor sees your message in the widget in
real time. If you run several agents and want every escalation in one place, use
**All Handoffs** at the bottom of the left-hand menu.

## Where everything moved

Conversations used to be a tab alongside Configuration and Embed Code. It now
has its own section, because it is where you go to *work* rather than to
set the agent up. Configuration, Knowledge Sources, Embed Code and Test Agent
are all together under **Settings**.

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## Related Articles

- [Reading your agent analytics](https://help.totalctrl.app/en-US/articles/agent-analytics)
- [AI Support Agent overview](https://help.totalctrl.app/en-US/articles/ai-support-agent-overview-1)
- [Configuring Your Agent](https://help.totalctrl.app/en-US/articles/configuring-your-agent)
- [Test your agent before launch](https://help.totalctrl.app/en-US/articles/test-your-agent-before-launch)
- [Restrict the agent to your sites with Allowed origins](https://help.totalctrl.app/en-US/articles/agent-allowed-origins)

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