# Customer conversations in the Inbox

> Verified against the product on 2026-10-06

## Find conversations

The **Inbox** lists customer threads from Messenger, the Help Center, and AI clients. AI-client threads appear as **MCP**.

- messenger
- help
- mcp

*The Inbox lists customer threads from Messenger, the Help Center, and AI clients.*

## Conversation and process states

**Open:** The thread hasn’t been handed to a person or resolved. If Cactus is answering, it appears under Cactus is answering.
**Waiting on you:** The thread has been handed to a person and is waiting on your team, even if Cactus is still answering.
**Resolved:** The thread has been resolved.

## Search threads

In **Inbox**, enter a term in **Search threads** to match thread titles.

- detail: Set up the messenger
- detail: **Search threads** (1)

*In Inbox, enter a term in Search threads to match thread titles.*

## Filter threads

In **Filters**, choose **Waiting on you** for threads handed to your team or **Resolved** for resolved threads. Cactus may still be answering a thread in **Waiting on you**. If any threads are waiting, **Inbox** opens to **Waiting on you** by default; otherwise, it opens to **Everything**.

## Review a thread

- Each row shows where the thread started, the customer’s name or **Visitor**, recent activity, and the customer’s language when it differs.
- A failed Cactus turn appears with its failure label.
- Open a thread to read its messages in time order. The header shows its source and, when relevant, **Waiting on you** or **Resolved**. Private notes are marked **Internal**.