---
title: "Use the Customer Operations inbox"
description: "Review conversations needing human attention and coordinate work without duplicate replies."
language: en
canonical: https://mrailabs.com/docs/en/conversations-and-customers/customer-operations-inbox/
published: 2026-07-13T18:51:40.226212
last_verified: 2026-07-13T18:51:40.226212
audience: "For customer operations teams"
---

# Use the Customer Operations inbox
## What is the Customer Operations inbox in Mr. AI?

Customer Operations is the human team’s daily work queue. It brings together conversations that need review or a manual reply and shows AI and unread state so important customer work does not disappear inside the full chat list.

- Start with conversations that need a reply.
- Read the context before intervening.
- Resume AI only when the conversation is ready.

## How to use it

1. Open Customer Operations from the sidebar.
2. Review queue counters and use search or filters.
3. Open a conversation and read recent customer and team messages.
4. Reply manually or change AI state when needed.
5. Complete the work and move to the next item.

## Frequently asked questions

### Why can I not reply to a conversation?

Another team member may hold the conversation lock to prevent conflicting replies.

### How is it different from Chats & Control?

Chats & Control covers the full customer and conversation list; Customer Operations focuses on the current human-work queue.

[Open this page in Mr. AI](/client/operations/inbox)