The conversation's right panel doesn't only show the customer's record (section 3): it also gathers shortcuts so you don't have to leave the inbox when the conversation turns into a specific task. You'll find them in section 5: - **Email** — opens your mail client with the customer's address, when the platform knows it (if the visitor is still anonymous, no email is available). - **Create appointment** — takes you to creating a new appointment for that customer. See **manual 19 · Calendar**. - **Create ticket** — opens an internal ticket already linked to that conversation (and to its lead or contact, if it already has them associated). The full procedure is in **manual 20 · Tickets**. - **Create lead / Link existing**, under the **LEAD** heading — creates a new lead from this conversation, or links it to an existing lead, instead of creating a duplicate. The name and email arrive already filled in if the conversation knows them; the inline form's **phone** field uses the same country/prefix dropdown as the rest of the Platform, with your agency's country as the default value. The detail of how a lead is worked afterward is in **manual 17 · Leads**; if the same customer has also reached you through another channel (call, portal, in person), **manual 14 · Manual leads** explains how to register that lead by hand without duplicating the record.