> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.chrisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Getting started with the Crisp Inbox __Learn how the Crisp Inbox works so you can reply faster, collaborate cleanly, and stay organized from day one.__ The Crisp Inbox is where all your customer conversations come together. Whether you are answering live chat, email, or social messages, this guide will help you understand the core tools that matter most when you start working in Crisp. __This guide is the best place to start if you want to learn the Inbox quickly:__ * [Watch the Inbox tour](#1-watch-the-inbox-tour) → a quick walkthrough of the interface * [Understand what the Inbox centralizes](#1-what-the-inbox-centralizes) → channels, context, and collaboration in one place * [Set yourself up before replying](#1-set-yourself-up-before-replying) → avatar, notifications, and basic habits * [Handle conversations efficiently](#1-handle-conversations-efficiently) → collaboration, filters, reminders, and routing * [Reply faster with built-in tools](#1-reply-faster-with-built-in-tools) → shortcuts, knowledge articles, and AI assistance * [Start proactive conversations](#1-start-proactive-conversations) → create outbound chats and emails from the Inbox --- # Watch the Inbox tour If you prefer to start with a visual walkthrough, this video gives a complete tour of the Inbox and its most useful daily actions. ${frame}[](https://www.youtube.com/embed/k5HuG6fVZLc?rel=0) --- # What the Inbox centralizes The Crisp Inbox is your shared workspace for customer communication. It brings together live chat, email, WhatsApp, Instagram DM, Messenger, and other connected channels into one interface, so your team can work from the same place. __From the Inbox, you can:__ * Reply to customers in real time * Collaborate with teammates through assignments, mentions, and private notes * Organize conversations with filters, reminders, routing, and sub-inboxes * Access customer details, conversation history, and browsing context * Share knowledge base articles and use AI-powered reply assistance This is what makes the Inbox the main entry point for day-to-day support work in Crisp. --- # Set yourself up before replying A few small setup steps make the Inbox much more comfortable to use every day. #### Add your avatar A clear avatar makes the conversation feel more personal and helps customers recognize who they are talking to. ![Upload your profile picture from your Crisp account](https://storage.crisp.chat/users/helpdesk/website/-/d/f/5/2/df52dda798b59000/8494903d-25bd-43f0-a56c-e56d2a_1e0fhol.png) You can update it from your account settings. If you need the detailed steps, see [Upload your profile picture](https://help.crisp.chat/en/article/how-to-edit-my-profile-and-add-a-profile-picture-eeezs4/). #### Review your notification settings Before you start answering customers, make sure your notifications match how you work. Crisp lets you receive desktop, mobile, and email notifications so you stay responsive without being interrupted more than necessary. ![Notification settings in the Crisp account menu](https://storage.crisp.chat/users/helpdesk/website/-/4/b/e/0/4be0fd45d91c6400/b9ca9bb2-f851-44ed-ac38-3ea130_1vuih7y.png) __Useful notification articles:__ * [Understand email notifications](https://help.crisp.chat/en/article/how-do-email-notifications-work-q3gel4/) * [Fix browser notifications settings](https://help.crisp.chat/en/article/how-do-i-fix-browser-notifications-settings-1n3w8tk/) --- # Master the conversation composer Most daily work happens in the message area of a conversation. Once you are comfortable with the composer, the rest of the Inbox becomes much easier to use. #### See what the visitor is typing For conversations happening through the Crisp chat widget, you can often see what the visitor is typing before they send the message. This helps you prepare your answer and keep the exchange fluid. #### Send messages and files You can reply with plain text or use the enriched editor to format messages with Markdown. Files, screenshots, and documents can also be attached directly from the Inbox. __Useful companion articles:__ * [How can I format Crisp Messages?](https://help.crisp.chat/en/article/how-can-i-format-crisp-messages-ocvf0j/) * [Which file extensions and sizes can I upload to Crisp?](https://help.crisp.chat/en/article/which-file-extensions-and-sizes-can-i-upload-to-crisp-ubuxcu/) #### Translate conversations in real time If you support customers in multiple languages, LiveTranslate can translate messages as you write them and help you reply in the customer's language directly from the Inbox. You can learn more about it here: [LiveTranslate](https://crisp.chat/en/livechat/realtime-chat-translation/). --- # Work together inside a conversation Crisp is designed for teamwork, not just one-to-one chat handling. The collaboration tools below are the ones your team will use most often. #### Mentions Use a mention when you want to notify a teammate and pull them into the conversation without changing what the customer sees. Read the dedicated guide: [How do I mention a team member?](https://help.crisp.chat/en/article/how-do-i-mention-a-team-member-13s9ou/) #### Private notes Private notes let your team add internal context directly inside the conversation. Customers never see them, which makes them ideal for handoffs, explanations, or next steps. Read the dedicated guide: [How do I use private notes and mentions?](https://help.crisp.chat/en/article/how-do-i-use-private-notes-and-mentions-54srwi/) #### Assignments and routing You can assign a conversation manually to yourself or to a teammate, or let Crisp distribute conversations automatically with routing rules. Read the dedicated guide: [How does Routing / Assign work?](https://help.crisp.chat/en/article/how-does-routing-assign-work-qjl2d2/) --- # Handle conversations efficiently Once you start receiving more messages, organization matters just as much as speed. #### Understand conversation states and ordering Pending, unresolved, and resolved conversations are not displayed in the same way. Crisp also offers alternative ordering views such as ****Longest waiting**** and ****Most recent****. Read the dedicated guide: [How are conversations ordered in the inbox?](https://help.crisp.chat/en/article/how-are-conversations-ordered-in-the-inbox-602oo6/) #### Use filters and custom views The built-in filters help you focus on the conversations that matter most, and custom filters let you build your own views based on conversation data, state, language, segments, channel, and more. Read the dedicated guide: [How can I create custom filters for my conversations?](https://help.crisp.chat/en/article/how-can-i-create-custom-filters-for-my-conversations-19yv8eo/) #### Set reminders for follow-ups Reminders bring a conversation back to your attention later and help you avoid missing follow-ups. Read the dedicated guide: [How do Reminders work?](https://help.crisp.chat/en/article/how-do-reminders-work-q9ljb8/) #### Organize teams with sub-inboxes If your company works across multiple teams, brands, languages, or workflows, sub-inboxes help you separate conversations more clearly inside one workspace. ![Switching between the main inbox and sub-inboxes in Crisp](https://storage.crisp.chat/users/helpdesk/website/-/4/5/d/e/45def1f791833000/a612291c-2f74-4c40-b549-853ba0_1756h5.png) Read the dedicated guide: [How can I create sub-inboxes in my Crisp Workspace?](https://help.crisp.chat/en/article/how-can-i-create-sub-inboxes-in-my-crisp-workspace-ke3xk7/) --- # Reply faster with built-in tools The Inbox includes several shortcuts that make repetitive support work much faster. #### Use message shortcuts Shortcuts are saved replies that you can insert instantly by typing `` `!` `` in the composer. They are useful for common questions, onboarding answers, billing replies, and handoff messages. Read the dedicated guide: [How can I use Shortcut replies / Canned messages?](https://help.crisp.chat/en/article/how-can-i-use-shortcut-replies-canned-messages-1bmff5q/) #### Share knowledge base articles Type `` `?` `` in the composer to search your knowledge base and send an article directly into the conversation. This is one of the fastest ways to guide customers toward self-serve answers without leaving the Inbox. __Knowledge base resources to know:__ * [How to use the Knowledge Base](https://help.crisp.chat/en/article/how-to-use-the-knowledge-base-i2tsm1/) * [How can I preview my Knowledge Base articles before sharing them with my visitors?](https://help.crisp.chat/en/article/how-can-i-preview-my-knowledge-base-articles-before-sharing-them-with-my-visitors-1xu6qem/) * [How can I format Knowledge Base articles?](https://help.crisp.chat/en/article/how-can-i-format-knowledge-base-articles-oiurpj/) #### Use AI assistance when available If AI assistance is enabled in your workspace, agents can review AI-generated suggestions directly from the Inbox before sending them. This can help your team answer faster while keeping full control over the final reply. If you are exploring Hugo more broadly, start here: [Hugo](https://crisp.chat/en/ai/). --- # Use customer context before you answer The Inbox is not only a message list. It also gives you context about the person behind the conversation. #### Review contact details and history From the conversation sidebar, you can review the contact's name, email, phone, company, segments, and custom data when available. You can also look at previous conversations before replying. #### Use browsing context when available Depending on the channel and the visitor's session, Crisp can also show useful browsing context such as the page they are on or the pages they visited before reaching out. That context is often enough to save a follow-up question. Read more about profile enrichment here: [How does Crisp detect user names, avatars and social profiles?](https://help.crisp.chat/en/article/how-does-crisp-detect-user-names-avatars-and-social-profiles-fultub/) --- # Start proactive conversations You do not have to wait for customers to contact you first. The Inbox also lets you start new conversations yourself. ![Create a new conversation from the Inbox](https://storage.crisp.chat/users/helpdesk/website/-/3/2/9/2/3292cbc3337df400/35ed16b8-cc3d-4d23-ac09-acb542_18fs6lk.png) #### Create a new conversation You can start a fresh conversation directly from the Inbox when you already know who you want to contact. Read the dedicated guide: [How can I create a new conversation?](https://help.crisp.chat/en/article/how-can-i-create-a-new-conversation-lw3wp8/) #### Send an outbound email If email is configured in your workspace, you can also start an outbound email conversation from the Inbox. Read the dedicated guide: [How do I create and send an email from my inbox?](https://help.crisp.chat/en/article/how-do-i-create-and-send-an-email-from-my-inbox-1d33lvj/) --- # Where to go next Now that you have the Inbox basics, the best next step is to go deeper into the tools your team will use most often. __Recommended next articles:__ * [How can I receive Emails in Crisp?](https://help.crisp.chat/en/article/how-can-i-receive-emails-in-crisp-wp7jug/) * [How to categorize and route with the Automatic Triage feature](https://help.crisp.chat/en/article/how-to-categorize-and-route-with-the-automatic-triage-feature-1sihmjf/) * [Keyboard shortcuts for your Crisp Inbox](https://help.crisp.chat/en/article/keyboard-shortcuts-for-your-crisp-inbox-1e7mg4k/) * [How do chat transcripts work?](https://help.crisp.chat/en/article/how-do-chat-transcripts-work-123u31k/) * [How do I scale high volumes of support inquiries?](https://help.crisp.chat/en/article/how-do-i-scale-high-volumes-of-support-inquiries-18why88/) | Once you are comfortable with these building blocks, the Crisp Inbox becomes much easier to navigate, especially as your team and conversation volume grow.