> For the complete documentation index, see [llms.txt](https://docs.meetalto.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.meetalto.ai/using-meet-alto/inbox.md). # Work from the Inbox Find conversations that need attention, understand their context, and respond with the right owner. Open **Inbox** and choose **Comments** or **DMs**. Comments and DMs have different context and available actions; inspect the selected item before replying. ## Filter the Inbox The Inbox sidebar has three ways to narrow the list: * **Filters**: a queue, such as **Needs Reply** or **Pending Review**. The lists are below. * **Pages**: one connected account, or **All Pages**. * **Assigned To**: **Everyone**, **Unassigned**, or one teammate. The assignee counts include only items that are still open. The **Filters** numbers follow the selected page and teammate, and the **Assigned To** numbers follow the selected page. Search and the list's own filters narrow only the list. ### DM filters | Filter | What's there | | ------------------ | ---------------------------------------------------------------------------------------------- | | **All** | Every conversation that isn't archived or deleted | | **Unread** | Conversations with an unread customer message | | **Read** | Conversations that have been read | | **Needs Reply** | Conversations waiting for a reply | | **Pending Review** | Conversations with an AI reply waiting for your approval | | **Replied** | Conversations where your account sent the latest message: a teammate, a campaign or a sequence | | **AI Replied** | Conversations where the AI sent the latest reply | | **AI Paused** | Conversations where AI is paused | | **Archived** | Archived conversations | | **Deleted** | Deleted conversations | On plans that include Contacts, use **Filter by list** in the conversation list to see only contacts on certain lists. ### Comment filters | Filter | What's there | | ------------------- | ----------------------------------------------------------------------------------------------- | | **All** | Every comment that isn't archived or deleted | | **Mentions** | Posts and comments where someone mentions or tags your account, except archived or deleted ones | | **Approved** | Comments that don't need a reply | | **Needs Reply** | Comments waiting for a reply | | **Pending Review** | Comments with an AI reply waiting for your approval | | **Held by YouTube** | Comments YouTube is holding for review. Shown when a YouTube channel is connected | | **Replied** | Comments with a public reply from you or a campaign. AI replies are under **AI Replied** | | **AI Replied** | Comments the AI replied to publicly | | **Replied via DM** | Comments answered with a private message, such as by a campaign | | **Hidden** | Hidden comments | | **Archived** | Archived comments | | **Deleted** | Deleted comments | The comment list also has its own filter. Choose a **Comment type** (**All**, **Organic** or **Ads**), and use **Show campaign comments** to include or leave out comments on posts your campaigns cover. ## A useful daily routine 1. Review items that need a reply or approval, starting with **Needs Reply** and **Pending Review**. Use the account, status, and assignee filters to narrow the queue. 2. Open the full thread. Read the customer's question, prior replies, and any campaign or story context. 3. Check whether AI is active, paused, or waiting for a review. A generated draft is not a delivered reply. 4. Assign a human owner when needed. Assignment and the AI control are separate decisions. 5. Respond or review the proposed reply. Check the target, attachments, and links before sending. 6. Inspect the resulting message status and any error before continuing. ## Use context, not just the latest message DM conversations open with the newest messages. Scroll up to load earlier history automatically. A small spinner appears while messages load, and your place is kept when they are added. If loading fails, choose **Retry**. If **Load missing messages** appears, choose it to fill a gap between loaded pages. Look at the contact's notes, lists, and history when relevant. A person may be responding to a campaign offer rather than starting a new support request. Do not repeat a question they already answered. If sending is unavailable, read the channel or conversation restriction. A connected account does not make every reply eligible. Avoid repeatedly pressing Send after an uncertain result; inspect the thread first. If a warning says your message was accepted but the inbox update could not be confirmed, do not send it again. Refresh and check the conversation. This warning does not promise that the missing inbox record will automatically recover. ## Bring in a person Use [Take over and Pause AI](https://docs.meetalto.ai/using-meet-alto/inbox/human-handoff) for conversations that need human care. Use [reviewing AI replies](https://docs.meetalto.ai/using-meet-alto/inbox/review-ai) when a draft or proposed action is waiting for approval. Keep assignment, status, and notes useful to the next teammate. See [contacts and lists](https://docs.meetalto.ai/using-meet-alto/contacts) for maintaining customer context without duplicating private information in general AI knowledge.