> For the complete documentation index, see [llms.txt](https://help.guestreply.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.guestreply.ai/readme/user-manual/inbox/inbox-subcategories.md).

# Inbox Subcategories

The Inbox in GuestReply is organized into 2 main subcategories - Open and Resolved - to help you efficiently manage guest conversations and ensure no message goes unanswered.

<figure><img src="/files/3P4USSzKbk5h1CBWTTw5" alt=""><figcaption></figcaption></figure>

### 1. Open Conversations <a href="#id-1.-open-conversations" id="id-1.-open-conversations"></a>

**Purpose**: Contains any new or ongoing guest messages that still require a response.

* Every incoming message is automatically placed in the Open tab.
* The AI agent works **exclusively** with messages in this category.
* These conversations need immediate attention - either from you or the AI agent.
* You can manually resolve from this category as needed.

#### Escalation

When the AI Agent cannot answer a question and needs human intervention, it automatically escalates the conversation and creates a **ticket** with a brief explanation of what the guest needs.

**Where to find escalation tickets:**

* Click the **`Notes`** button at the top of the conversation

<figure><img src="/files/SxdTml6gdkwpVwm2gf6M" alt=""><figcaption></figcaption></figure>

* View the note icon in the message thread

<figure><img src="/files/Has1BnripRvJ59C3rLsS" alt=""><figcaption></figcaption></figure>

The ticket provides context so you can quickly understand the issue and respond appropriately.

### 2. Resolved Conversations

**Purpose**: Resolved or closed threads that no longer require active management.

Conversations can be archived **manually** when you mark them as resolved or **automatically** when the AI detects that an issue has been fully addressed.

⚠️ **Neither Autopilot nor Co-Pilot will trigger responses for conversations in Resolved status.** If you need the AI to respond again, move the conversation back to Open first.

<figure><img src="/files/FyFiTpUbFm81BGcetNAl" alt=""><figcaption></figcaption></figure>


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# Agent Instructions
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## Querying This Documentation
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