> ## 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. # Inbox and triage (Grio CX) > Manage conversations and triage new ones ## Using the Inbox Inbox with filters, or conversation with tags and assignee * **Inbox** shows all conversations from connected channels (email, chat, etc.). * Filter by **channel**, **status** (Open, Pending, Escalated, Resolved), **assignee**, or **tags**. * Open a conversation to read the thread, reply, assign to an agent or teammate, update status, or add tags. * Link conversations to contacts or accounts when your setup supports it. ## Triage when a new conversation arrives When a new conversation appears: 1. Open it and skim the first message. 2. **Tag** it (e.g. by channel: “Email”, “Chat”; or by topic: “Billing”, “Technical”). 3. **Create a task** (e.g. “Triage”) and assign it to yourself or a teammate if you want a human to handle it. 4. **Assign** the conversation to an **agent** or a **team** so the right party replies. Agents use your Knowledge base and can run workflows (e.g. send welcome, ask first question, route by country). 5. Set **status** (e.g. Open, Pending) so your team can see what’s in progress. ## Let the agent triage If an **agent** is set to handle new conversations (e.g. in channel settings or Inbox rules): * The agent can send a welcome or first question, tag the conversation, create a task, or assign to a team based on **Behaviour** and **Workflows**. * You can still take over: open the conversation, reply yourself, or reassign. Monitor in Inbox and **Tasks** to step in when needed. ## Routing by keyword, channel, or contact Use **Workflows** or agent configuration to: * **Keyword in message** — e.g. “refund” → tag “Urgent”, notify agent, or assign to a team. * **Channel** — e.g. email → tag “Email”; chat → tag “Chat”. * **Contact** — e.g. country or plan from contact profile → route to the right team or send a specific message. Configure these in **Agents** → **Persona** (Workflows, Behaviour) or in your **Workflows** list.