> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dogebot.net/llms.txt
> Use this file to discover all available pages before exploring further.

# The Inbox

> Read and answer WhatsApp chats yourself.

The **Inbox** is where **you** (or your team) read and answer WhatsApp chats yourself, like in the WhatsApp app.

Open it from the sidebar when your WhatsApp number is picked. It fills the whole screen.

## The parts of the Inbox

| Part | What it shows |
| - | - |
| **Top bar** | Back, your number's name, how many chats are unread, and a link to **Flows**. |
| **Chats** (left) | Every chat, with unread counts and a search box. |
| **Conversation** (middle) | The messages in the chat you picked. |
| **Details** (right) | The customer's number, their last message, how much time is left in the 24-hour reply window, and who is answering: the bot or a person. |

## Answering a chat

Type your message and send it. As soon as **you** reply, you **take over** the chat. The bot stops answering that customer, so you don't talk over each other.

> **Take over**
>
> Pause the bot for this chat, without writing anything yet.

> **Hand back to the bot**
>
> Let the bot answer this customer again.

Your flows can also send chats here with the **Hand over to a person** block.

> **Example**
>
> A customer taps **Talk to a person** in your menu. The flow uses **Hand over to a person**, so the chat shows up in your Inbox. You answer: "Hi! How can I help?". When you are done, press **Hand back to the bot**.

## Sending pictures and files

**Photos**

JPG or PNG, up to **5 MB**, with a caption. Use the paperclip, drag the picture in, or paste it.

**Documents**

PDF, Word, Excel, PowerPoint, CSV or text files, up to **16 MB**.

**Emoji**

Use the emoji picker.

## Files customers send you

* Photos customers send show in the chat.
* Their documents can be downloaded.
* Pictures, audio, video and PDFs open in your browser. Other files download.

> [!NOTE]
>
> WhatsApp keeps customer files for **30 days**.

## The 24-hour window

You can only send normal messages for **24 hours** after the customer's last message. The details column shows the time left.

When the window closes, the Inbox explains why you can't reply. To reach the customer then, you need an **approved template**. See [WhatsApp blocks](/whatsapp/whatsapp-blocks).

## Who can use the Inbox?

Collaborators with the **Read and answer WhatsApp chats** permission. The **Operator**, **Builder** and **Admin** roles have it. See [Collaborators](/your-bot/collaborators).


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