> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.crisp.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 * [Master the conversation composer](#1-master-the-conversation-composer) → send messages, files, translations, and formatted replies * [Work together inside a conversation](#1-work-together-inside-a-conversation) → use mentions, private notes, assignments, and routing * [Handle conversations efficiently](#1-handle-conversations-efficiently) → filters, reminders, and sub-inboxes * [Reply faster with built-in tools](#1-reply-faster-with-built-in-tools) → shortcuts, knowledge articles, and AI assistance * [Use the conversation sidebar before you answer](#1-use-the-conversation-sidebar-before-you-answer) → review customer context and customize sidebar widgets * [Start proactive conversations](#1-start-proactive-conversations) → create outbound chats and emails from the Inbox --- # ${color}[#0080dd](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. ${youtube}[Getting started with the Crisp Inbox](k5HuG6fVZLc) --- # ${color}[#0080dd](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. --- # ${color}[#0080dd](Set yourself up before replying) A few small setup steps make the Inbox much more comfortable to use every day. #### ${color}[#445055](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/-/8/7/a/e/87ae2703583ac800/crisp-account-upload-avatar_1o1qefg.png =1000xauto) 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/). #### ${color}[#445055](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/-/8/7/a/e/87ae2703583ac800/crisp-account-notification-set_4517do.png =1000xauto) __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/) --- # ${color}[#0080dd](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. #### ${color}[#445055](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. #### ${color}[#445055](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/) #### ${color}[#445055](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/). --- # ${color}[#0080dd](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. #### ${color}[#445055](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/) #### ${color}[#445055](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/) #### ${color}[#445055](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/) --- # ${color}[#0080dd](Handle conversations efficiently) Once you start receiving more messages, organization matters just as much as speed. Filters help you focus your workflow and keep the inbox tidy. If you want to keep the previous "assigned to me in the main inbox only" behavior, open the main inbox first, then apply: * the top filter to show only unresolved conversations * the bottom filter to show only conversations assigned to you in that inbox The assigned view now includes conversations assigned to you across sub-inboxes as well. This is expected behavior after the update. ### **Set reminders** If you need to follow up later, set a reminder. Crisp will bring the conversation back to your inbox automatically at the right moment. #### ${color}[#445055](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/) #### ${color}[#445055](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/) #### ${color}[#445055](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/-/8/7/a/e/87ae2703583ac800/crisp-multiple-inboxes-view_q69itd.png =1000xauto) 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/) --- # ${color}[#0080dd](Reply faster with built-in tools) The Inbox includes several shortcuts that make repetitive support work much faster. #### ${color}[#445055](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/) #### ${color}[#445055](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/) #### ${color}[#445055](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/). --- # ${color}[#0080dd](Use the conversation sidebar before you answer) The Inbox is not only a message list. It also gives you the customer context you need to understand who you are talking to, what happened before, and which information matters before replying. #### ${color}[#445055](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. This helps you avoid asking for information you already have and gives your team more context before taking action. #### ${color}[#445055](Use sidebar widgets to access the right context faster) The conversation sidebar is organized with widgets. Each widget gives you a specific type of context, such as contact details, conversation routing, visitor device, segments, last browsed pages, profile events, private notes, or connected app data. __Useful widgets can include:__ * **Main information** → core contact details and profile information * **Conversation participants** → teammates involved in the conversation * **Visitor device** → browser, device, and technical context when available * **Segments for conversation** → labels attached to the conversation * **Visitor data** → custom data sent to Crisp * **Last browsed pages** → recent pages visited before or during the conversation * **Last profile events** → recent events linked to the contact profile * **Private notepad** → internal notes for your team * **Integration widgets** → data from connected tools such as Stripe, WhatsApp, Trello, Pipedrive, or other apps The goal is not to display every widget all the time. It is to keep the most useful context visible for the way you handle support. #### ${color}[#445055](Reorder, show, or hide sidebar widgets) You can customize the order and visibility of your sidebar widgets from the Inbox. Click the **gear icon** on a widget to open the widget management view. From there, you can reorder widgets, hide the ones you do not use, or show the ones you need more often. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/crisp-inbox-sidebar-widget-set_11eayqu.png =800x728) __You can use this to:__ * **Reduce noise** → hide widgets that are not useful for your daily work * **Access key context faster** → move important widgets higher in the sidebar * **Adapt your sidebar to your role** → keep support, sales, or technical context visible depending on your workflow * **Make handoffs easier** → keep routing, history, and internal context easy to find | Sidebar widget settings are personal to each user. They do not change the widget order or visibility for the whole workspace. #### ${color}[#445055](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. This context can help you understand what the customer was trying to do before they contacted you, so you can answer with more precision and avoid unnecessary follow-up questions. || Sidebar widget settings are not currently synced with the API. They are user settings managed from the Inbox interface. --- # ${color}[#0080dd](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/-/8/7/a/e/87ae2703583ac800/crisp-inbox-new-conversation_jkpkxc.png =1000xauto) #### ${color}[#445055](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/) #### ${color}[#445055](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/) --- # ${color}[#0080dd](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.