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

# Set up the inbox

> Open the inbox through the messenger, email, or both, and see who on your team can use it.

The inbox is where your team answers people. Conversations arrive two ways:

- **From the messenger**, when a visitor taps **Talk to a person**.
- **By email**, when someone writes to your support address and it forwards to chat.sh.

**Inbox** is the first item in the sidebar. It has two tabs: **Conversations** and **Settings**.

## The setup screen

Until the inbox has a way in, **Conversations** shows a setup screen. Finish either card, or both. The inbox opens as soon as one is done.

![Inbox setup: the Chat Support card with two of three steps done, and the Email support card with its forwarding address](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/f6500f88-5de9-4129-8896-8a10e08ffa09/25/25eb7539973a7eb2a9e3ac442ff8b563.png)

### Chat Support

Three steps, each with a button that takes you there:

1. **Publish something in the help center**: at least one published article, or a web page that has been read.
2. **Turn the messenger on**: see [Set up the messenger](https://chat.sh/help/articles/set-up-the-messenger).
3. **Install the widget**: see [Install the messenger](https://chat.sh/help/articles/install-the-messenger). The step is done once the messenger has loaded on your site.

### Email support

Forward your support address to the forwarding address shown on the card. The card shows **Waiting for a test** until the first email arrives. See [Email in the inbox](https://chat.sh/help/articles/email-in-the-inbox).

## How a conversation reaches your team

- A visitor taps **Talk to a person** in the messenger. The conversation becomes **Open** and the transcript notes "The visitor asked for a person". See [Talk to a person](https://chat.sh/help/articles/talk-to-a-person).
- A teammate replies to a conversation that is still **With the AI**. That teammate takes it over.
- An email arrives at your support address. It goes straight to your team, not the AI, and is marked **via email** in the list.

A conversation the AI cannot answer stays with the AI until the visitor asks for a person. Once the visitor has been quiet for 30 minutes, it shows under **With the AI**, then **Needs a look**, for your team to read. See [Find a conversation](https://chat.sh/help/articles/find-a-conversation).

## What the AI does in the inbox

- Reads its own answers once they have gone out, and marks the conversations it could not answer under **With the AI**, then **Needs a look**. See [Find a conversation](https://chat.sh/help/articles/find-a-conversation).
- Rewrites a reply you have written when you ask. See [Reply to a conversation](https://chat.sh/help/articles/reply-to-a-conversation).

It does not write or send replies itself. Once your team has a conversation, the AI stops answering it.

## Who can use it

Everyone in the workspace can use the whole inbox, including its settings. There are no separate inbox roles.

How many people a workspace can have depends on the plan, counting pending invites:

- Lifetime with 1,000 credits a month: 3 people.
- Lifetime with 5,000 credits a month: 5 people.

**Settings**, then **Team** shows how many seats are taken. Only an owner can invite or remove people. See [Invite a teammate](https://chat.sh/help/articles/invite-a-teammate).

## What it costs

- Replies from your team, notes, and rewrites are free.