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

> Inbox is where all customer conversations are organized into tickets, across every channel your Agent supports

# Inbox Overview

The inbox allows you to review AI-handled interactions and continue working on tickets that require human follow-up.

## What Is a Ticket?

A ticket is a structured record of a customer issue, including the conversation history, handling process, and final outcome.\
Compared to raw chat logs, tickets make customer support traceable, manageable, and easy to review—ensuring no request is missed.

## How Tickets Are Created

Solvea automatically generates tickets based on the channel:

* **Phone**: Each call creates one ticket.
* **Livechat**: Messages with the same Livechat ID are grouped into one ticket.
* **Email**: Emails that meet all of the following conditions will be merged into the same ticket.
  * from the same customer address
  * to the same email address
  * with similar subjects or same referenced email are merged into one ticket.

## What You’ll Learn

In this section, you’ll learn how to:

<Columns cols={1}>
  <Card title="Read Tickets" icon="magnifying-glass-chart" href="/inbox/read-tickets">
    Learn how to view, filter, and understand tickets across channels, including conversation details and customer context.
  </Card>

  <Card title="Handle Tickets" icon="calendar-lines-pen" href="/inbox/handle-tickets">
    Learn how to respond, manage, and resolve tickets efficiently with multi-channel replies and AI-assisted tools.
  </Card>
</Columns>