**Conversations** is the inbox where you see and handle every one of your agency's chats, whatever channel they come from — WhatsApp, Telegram or your website's widget (channels are activated and configured separately, see **manual 24 · Channels**). The screen is always organized in **three columns**: the conversation list on the left, the open conversation in the center, and the customer's record on the right. Every conversation goes through three **modes** over its life, and that mode is the first thing you should look at when you open the inbox: - **AI** — handled by the artificial intelligence agent. It's the default state of any new conversation. - **QUEUED** — the AI has handed it off and it's waiting for one of your colleagues to take control (section 9). - **HUMAN** — handled in person by a member of your team. > **Note — Before you receive conversations** > > Whether conversations reach you to handle also depends on your **presence selector** (Online / Away / > Busy / Offline) in the top bar — covered in **manual 15 · Getting started**.