> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Manage Conversations
> Understand conversation indicators, read message history, manage favorites, and assign WhatsApp Business API chats.
The conversation list summarizes what needs attention. Open a conversation to read its history, identify the sender and delivery state, choose the synchronized number to view, or give the chat an owner.
## Read a conversation row
Each row can contain the following information:
| Indicator | What it means |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Photo or initials** | The customer's WhatsApp profile image or a generated fallback. |
| **Source badge** | Whether the conversation is a group or comes from an APP, API, or coexistence channel. |
| **Name and message preview** | The customer or group and the most recent message or template preview. |
| **Time** | When the most recent activity occurred. |
| **Unread styling** | A visually emphasized row indicates unread activity. Opening the chat clears its unread state in the current list. |
| **Star** | The conversation is a favorite. Admins and managers can change this; Employee-role users cannot. |
| **Assignee** | The person currently responsible for a WABA conversation. |
| **H** | The conversation is marked high priority. |
| **Window timer or Expired** | The remaining WABA customer-service window, or that the window has closed. |
Conversations are ordered by relevance and recent activity, with favorites kept easy to reach. More conversations load as you scroll.
**Add image here:** Add a screenshot with callouts for source, unread, favorite, assignee, priority H, and WABA timer. Save it as `/images/team-inbox/conversation-row-indicators.png`.
## Mark a conversation as a favorite
Open the relevant Inbox list or use **Search conversations** to find the customer.
**Add image here:** Add a screenshot showing the target conversation row. Save it as `/images/team-inbox/favorite-find-conversation.png`.
Click the star on the conversation row or in the open conversation header.
**Add image here:** Add a screenshot showing the active favorite star. Save it as `/images/team-inbox/favorite-add.png`.
Click **Favorites** in Lists to view all conversations you marked. Click the star again to remove a conversation from Favorites.
**Add image here:** Add a screenshot showing Favorites selected and its conversations. Save it as `/images/team-inbox/favorite-open-list.png`.
Favorites appear in the **Favorites** list. If saving fails, Team Inbox restores the previous star state and displays an error.
Employee-role users can see the favorite state but cannot add or remove favorites.
## Open and read message history
Messages are grouped by date, with separators such as **Today**, **Yesterday**, or a calendar date. Scroll toward the top to load older available dates.
**Add image here:** Add a screenshot showing date separators, incoming/outgoing groups, senders, a system event, and reply context. Save it as `/images/team-inbox/message-history-overview.png`.
* Incoming messages appear on the left; outgoing messages appear on the right.
* Consecutive messages from the same sender on the same date are grouped.
* Group conversations show the sender's name or number in a consistent color.
* Outgoing messages can show the teammate's name or the AI agent that sent them.
* A separator such as **AI handed off to teammate** records the change from AI to human handling.
* Centered system events can record assignment, handoff, window, label, or other conversation changes.
* A reply preview shows the message being referred to when the source message contains reply context.
### Supported message content
Team Inbox can display:
* Text, images, videos, audio, documents, stickers, and contact cards
* Locations, which can be opened in a map
* Approved WhatsApp template messages, including header, body, footer, and buttons
* Interactive button and list messages
Select an image once to preview it and select the preview to open it fully. Video and audio cards open for playback. Document and other file cards download the attachment.
### Message-delivery indicators
| Icon | Status |
| ------------------- | --------- |
| **Clock** | Pending |
| **One gray check** | Sent |
| **Two gray checks** | Delivered |
| **Two blue checks** | Read |
| **Red alert** | Failed |
## Change which synchronized history you view
For supported one-to-one conversations, admins and managers can use **View** in the header to choose the connected number or participant whose synchronized history should be displayed.
Click **View** in the conversation header.
**Add image here:** Add a screenshot showing the View control and participant list. Save it as `/images/team-inbox/view-open-menu.png`.
Search the menu when needed, then select the team member or connected number whose history you want to display.
**Add image here:** Add a screenshot showing search and a selected viewing number. Save it as `/images/team-inbox/view-select-number.png`.
This is useful when the same customer appears in history associated with more than one team member or connected number. Search inside the menu when the participant list is long.
Changing **View** does not assign the conversation and does not change its customer.
## Assign a WABA conversation
Assignment is available to admins and managers for one-to-one WhatsApp Business API conversations.
Select the WABA conversation you want to route.
**Add image here:** Add a screenshot showing the selected WABA conversation. Save it as `/images/team-inbox/assignment-open-conversation.png`.
Select **Assign** in the conversation header.
**Add image here:** Add a screenshot showing the Assign control and opened menu. Save it as `/images/team-inbox/assignment-open-menu.png`.
Search by name. If the WABA is mapped to a team, the mapped team is shown; otherwise use **Teams** or **All Employees**.
**Add image here:** Add a screenshot showing search, Teams, and All Employees. Save it as `/images/team-inbox/assignment-find-member.png`.
Select a member. A check identifies the current assignee, and the assignment is synchronized for the team.
**Add image here:** Add a screenshot showing the checked assignee in the Assign menu. Save it as `/images/team-inbox/assignment-select-owner.png`.
The assigned member can find the conversation in **Assign to me** under their login, provided they have access to its channel.
To remove the owner, open **Assign** and use the clear or **x** control. The conversation then appears in **Unassigned** for users who can access that list.
Assignment is not offered for group conversations or app-synced conversations. Employee-role users do not see assignment controls.
## Open customer details
Use the details control in the conversation header to open the right panel. It shows the customer name and number and lets you switch between:
* **User profile:** Profile, Follow-up, and Task tabs
* **HubSpot:** Linked CRM contact properties, notes, tasks, and calls when the integration is connected
See [Manage Customer Details and HubSpot](/en/team-inbox-hd/customer-details-and-hubspot-en).
## Group-conversation behavior
Group chats are identified in the conversation list and show individual sender names in the message history. WABA group conversations are read-only in the current Team Inbox, so assignment and the WABA composer are not shown.
## If no conversation is selected
The message area asks you to select a conversation. Choose a row in the current list. If no rows are available, clear search and filters or select **All conversations**.