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

# Find your work

> Find the conversations that are yours, the ones nobody holds, and a customer you remember by name.

Read this page to find your own queue, and to work it in a sensible order.

## Your queue

Open **Inbox**. The left pane is the conversation list. Everything on this page
happens in that pane.

<Frame caption="The list header: the open and closed segment, the search box, and the views button.">
  <img src="https://mintcdn.com/kai-support/05COl7ii8eqIPmQ_/images/en/inbox-filters.png?fit=max&auto=format&n=05COl7ii8eqIPmQ_&q=85&s=416641ed9fadf62633c4552d76e8b85f" alt="The inbox list header" width="660" height="280" data-path="images/en/inbox-filters.png" />
</Frame>

## Open and closed

The segment at the top has two positions.

* **Open** holds every conversation that still waits for somebody.
* **Closed** holds the conversations your team finished.

You work in **Open**. Go to **Closed** only to find a conversation again.

## Views

**Views** is a menu under the search box. As an Agent you see two entries:

| View           | What it shows                       |
| -------------- | ----------------------------------- |
| **Mine**       | The conversations assigned to you.  |
| **Unassigned** | The conversations nobody holds yet. |

<Frame caption="The views menu.">
  <img src="https://mintcdn.com/kai-support/05COl7ii8eqIPmQ_/images/en/inbox-views.png?fit=max&auto=format&n=05COl7ii8eqIPmQ_&q=85&s=daaf2e0527705bf55ad4320e55404f4e" alt="The views menu" width="800" height="860" data-path="images/en/inbox-views.png" />
</Frame>

A Manager or an Admin also sees **All**, and each person under **Teammates**.
If you do not see those entries, your role does not include them. That is
correct, and not a fault.

## Unread is yours alone

Unread is counted for each person. A conversation is unread for you until
**you** open it. Your unread rows are bold and carry a dot.

A teammate who reads the same thread does not clear it for you. So an unread
row is always work you have not seen, never work somebody else already saw.

<Frame caption="The conversation list. Unread rows are bold.">
  <img src="https://mintcdn.com/kai-support/RaOwCZDRMIUnRjWu/images/en/inbox-list.png?fit=max&auto=format&n=RaOwCZDRMIUnRjWu&q=85&s=1f14f6da0753c8e460b41eec2055dbe1" alt="The conversation list" width="640" height="1800" data-path="images/en/inbox-list.png" />
</Frame>

## Search

Use the search box to find a customer by name. Type at least two characters.
Search reads contacts and messages.

Search is a mode, not a filter. The results ignore the view, and they ignore
the open and closed segment. A customer you remember by name is often in
neither of them.

Press `Escape` to leave the search and return to your view.

<Tip>
  Search is the fastest way to answer "did we already talk to this person?".
  Type the name, not the phone number.
</Tip>

## Live and Reconnecting

The header shows **Live** when the connection to new traffic is up. It shows
**Reconnecting…** when the connection drops.

**Reconnecting…** is not a lost message. New messages still arrive after the
connection comes back. If it stays that way for minutes, tell your manager.

## An order that works

Each morning, work the queue in this order:

<Steps>
  <Step title="Mine, unread first">
    Open **Views**, select **Mine**. Answer your own unread rows. These are
    customers who already wait for you.
  </Step>

  <Step title="Then Unassigned">
    Select **Unassigned**. These conversations have nobody. Some of them are
    conversations Kai handed over. Take what you can answer.
  </Step>

  <Step title="Then Mine again, read rows">
    Go back to **Mine**. Read the threads with no unread dot and close the
    ones that are finished.
  </Step>
</Steps>

For every control in the list, see [The inbox](/product/inbox).

## Practice

1. Open **Views** and switch between **Mine** and **Unassigned**. Count the
   rows in each.
2. Select **Closed**, then **Open** again. Confirm that your unread rows are
   still bold.
3. Type two letters of a customer's name in the search box. Open a result, then
   press `Escape`.

## Read next

<Card title="Take and hand over a conversation" icon="user-plus" href="/product/agent/take-and-hand-over">
  Take a conversation nobody holds, and give one to a teammate.
</Card>