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

# Conversations Inbox

{% embed url="<https://www.loom.com/share/a4b00d4be591443fa5457ddece3d0653?sid=568dd642-02ef-422f-bafa-802f4f8c335d>" %}
Demo of how to start a conversation on Mercuri for both SMS and WhatsApp.
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### How Mercuri's Conversations Inbox Helps Businesses

The **Shared Inbox** in Mercuri CX enables your team to manage all customer conversations across **WhatsApp and SMS** from a single interface. It ensures that no message is missed, customer issues are resolved efficiently, and team collaboration is seamless.

### Key Features of Mercuri CX Conversation inbox

<figure><img src="/files/IXmGwYYaUOewz8rrkibp" alt=""><figcaption></figcaption></figure>

#### 1. Assign **Agents to Conversations**

Easily allocate specific team members to handle individual customer chats. This prevents overlap, reduces confusion, and ensures accountability for every conversation.

**Assigning Conversations to Team Members**

1. Select an active conversation.
2. Click **Assign** and choose a team member.
3. The assigned agent will receive a notification.

{% hint style="info" %}
*Want to add a team member as an agent?* [*Click here*](/features/users-management.md)
{% endhint %}

***

#### **2. Assign Conversation Status**

You can mark Conversations as:

<figure><img src="/files/apRBoJnlwre77r0PCVha" alt=""><figcaption></figcaption></figure>

* **Open** – Active and needs attention
* **Pending** – Awaiting customer response
* **Closed** – Resolved successfully
* **Spam** – Unrelated or unwanted messages (for SMS conversation)
* **Block** -  You can block a WhatsApp contact if you’re receiving spam. Once blocked, you won’t get any further messages from that customer.
* **Unblock** – You can unblock a WhatsApp contact if you want to start receiving messages from that customer again. Once unblocked, conversations will resume as normal.

***

#### 3. **Add Contact Info and Tags**&#x20;

Enhance customer understanding by storing **relevant details** .Use **tags** (*e.g., “Repeat Customer”, “High Value”)* to segment users and personalize communication more effectively.

{% hint style="info" %}
*To know more about how to add or update contact details* , [*click here*](/features/conversations-inbox/adding-updating-contact-details-in-inbox.md)
{% endhint %}

***

#### 4. **Centralized WhatsApp and SMS Inbox**

View and manage all incoming and outgoing messages, whether from **WhatsApp or SMS,** within a single dashboard.

***

#### 5. **Send Interactive WhatsApp Messages**

Use interactive elements such as **buttons, quick replies, lists**, or **location requests** to make it easier for customers to respond or take action, enhancing engagement and reducing effort on their part.

{% hint style="info" %}
*To know more about the Different Interactive WhatsApp messages,* [*Click here*](/features/conversations-inbox/interactive-message-options-for-whatsapp-conversations.md) *.*
{% endhint %}

***

#### 6. **Enable Two-Way Conversations**

Have real-time, two-way communication with your customers. Whether it’s answering queries, resolving issues, or collecting feedback, Mercuri Inbox makes it easy to hold meaningful conversations.

***

#### 7. Switch **to AI responses effortlessly**

You can easily switch control to AI responses with just one click to handle frequently asked customer queries.