> ## Documentation Index > Fetch the complete documentation index at: https://docs.jengolabs.com/llms.txt > Use this file to discover all available pages before exploring further. # Grio CX core features > Inbox, conversations, tasks, support, and more Grio CX — Inbox list or conversation thread ## Inbox **Inbox** is the top-level view of all conversations. You see threads from every connected channel (email, chat, etc.) in one place. * **Inbox** in the menu: list of conversations; filter by channel, status, assignee, or tags. * Open a conversation to read, reply, assign, tag, or run workflows. AI agents can handle or triage based on your **Knowledge base** and **Behaviour**. ## Tasks **Tasks** are to-dos created from conversations, workflows, or manually. They can be linked to a conversation, a contact, or an assignee. * **Tasks** in the menu: view all tasks, filter by assignee or status, create a task, complete or reassign. * Workflows and agents can create tasks (e.g. “Triage”, “Human follow-up”, “Escalated”). ## Support and conversations ### Conversations Each **conversation** is a thread with a contact (or channel). It has a status (e.g. Open, Pending, Escalated, Resolved), optional assignee and tags, and a full message history. * **Support** → **Conversations** (or **Inbox**): open a conversation to reply, assign to an agent or teammate, update status, add tags. * Link conversations to contacts or accounts when your setup supports it. ### Triage and routing * **Triage** — When a new conversation arrives, you or an agent can create a task (e.g. “Triage”), tag by channel or topic, and assign to a team or agent. * **Routing** — Use workflows or agent rules to route by keyword, channel, or contact (e.g. country, plan). Configure in **Agents** and **Workflows**. ### Escalation * Mark a conversation as **Escalated** when it needs a human or supervisor. * Workflows can notify a supervisor or create a follow-up task when status becomes Escalated or when SLA is at risk. * See [Escalation](/grio-cx/how-to-escalation). ## Calls If your plan includes **Calls**: * **Calls** in the menu: individual and bulk call operations. * Voice **agents** can handle calls; configure them in **Agents** (e.g. voice, language, actions). ## Automation: Agents, AI Hub, Integrations * **Agents** — Create chat, phone, or email agents. They use your **Knowledge base** to answer and can run **Workflows** (e.g. create task, tag, assign). See [Agents](/agents/overview). * **AI Hub** — **Behaviour** (how agents respond), **Workflows** (what they can run), **Knowledge base** (what they can read). Shared across Grio CX. * **Integrations** — Connect email, chat, WhatsApp, and other channels so conversations flow into the Inbox. Configure in **Integrations** or **Settings**. ## Analytics and SLA * **Analytics** — Conversation volume, response times, escalation, and AI-driven insights (depending on your plan). Use filters by channel, date, or team. * **SLA** — If you use SLA, workflows or alerts can trigger when a conversation is at risk or breached. Notify supervisors or create tasks from **Workflows**.